innovaphone wiki - User contributions [en]

Howto:Queueboard - MediaRunway - Partner App

2026-11-05T09:39:03Z

N.schmitz: Update vendor logos

[[File:MediaRunway company logo 2026 200.png|right|200x200px]]

==Product Name==



MediaRunway [https://mediarunway.com/myapps/ Queue Board]

==Certification Status==

{{Template:Compat_Status_referral_product_new|type=App}}

This App has been listed April 2023.

==Category==

[[Category:Partner Apps|{{PAGENAME}}]]
{{Category:3rdParty Contact Center Applications}}
[[Category:3rdParty Contact Center Applications|{{PAGENAME}}]]

{{Category:3rdParty_Reporting_/_Monitoring}}
[[Category:3rdParty Reporting / Monitoring|{{PAGENAME}}]]

==Vendor==



[[File:MediaRunway company logo 2026 200.png|150x150px]]




MediaRunway is an ITC enterprise that provides its customers with contemporary IT services in all areas - Your business, our solution.


[https://www.mediarunway.com/ MediaRunway - About us]

==Description==




[[Image:MediaRunway-queueboard2.png|/MediaRunway-queueboard2.png]]





QueueBoard is a myApps app suite for innovaphone that gives agents, supervisors and administrators a complete view of their call queues (innovaphone Waiting Queues). It turns the raw queue data of the PBX into live dashboards, a guided call-handling workflow and detailed statistics.

QueueBoard combines four apps in one product:

* '''User App''' - the agent workspace: see waiting and abandoned calls, accept calls, document them, handle wrap-up and call customers back.
* '''Supervisor App''' - the supervisor workspace: monitor several queues side by side, analyze statistics, export data and schedule e-mail reports.
* '''Dashboard App''' - a large-screen display for wall monitors showing the most important queue figures at a glance.
* '''Admin App''' - the administration area: create and configure queues, alarm thresholds, PBX connection, e-mail settings and report schedules.

Everything updates live - there is no need to refresh. The interface is available in English, German, French, Italian and Polish.


[https://mediarunway.com/myapps/ MediaRunway - About this application]





==Functions==




This chapter describes every function of the four apps. The screenshots show the apps running inside the innovaphone myApps client.

=== Admin App ===
[[Image:QueueBoard-adminAppIcon2.png|/QueueBoard-adminAppIcon2.png]]

The Admin App is where QueueBoard is set up. The menu in the top right corner opens the pages '''Queues''', '''PBX''', '''Email''' and '''Mail reports'''.

==== Queues ====

QueueBoard works with queues. A QueueBoard queue is linked to one innovaphone Waiting Queue of the PBX and carries all QueueBoard-specific settings. The overview shows every queue as a card with its name and the linked PBX queue.

* '''Add''' creates a new queue.
* '''Edit''' opens the queue editor.
* '''Delete''' removes the queue from QueueBoard (the Waiting Queue on the PBX is not touched).
* A PBX Waiting Queue can only be linked to one QueueBoard queue.

[[Image:QueueBoard3-AdminApp-Queues.png|560px|/QueueBoard3-AdminApp-Queues.png]]
''Queue overview''

==== Queue editor ====

Each setting has an info icon with a short explanation. The settings are grouped into sections:

'''General'''

{| class="wikitable"
|-
! Setting !! Description
|-
| '''Name''' || The name shown for this queue in all apps.
|-
| '''Target queue''' || The PBX Waiting Queue that is tracked by this queue.
|-
| '''Time zone''' || Used for statistics and for scheduled data deletion.
|}

'''Ready agents''' - defines who counts as ready:

{| class="wikitable"
|-
! Setting !! Description
|-
| '''Count only primary group''' || Only agents who are logged in to their primary group are counted.
|-
| '''Count logged in, offline agents''' || Agents who are logged in to the queue but whose presence is offline are counted as well.
|}

'''Wrap-up'''

{| class="wikitable"
|-
! Setting !! Description
|-
| '''Initial time (seconds)''' || How long an agent has to complete the wrap-up. When the time is over, the wrap-up closes automatically. '''0''' disables wrap-up, '''-1''' means no time limit.
|-
| '''Extend time (seconds)''' || If set, agents can extend their wrap-up by this amount with the '''Extend''' button.
|-
| '''Support reasons''' || The list of reasons agents can choose from when documenting a call. Add entries with '''+'''.
|}

'''SLA'''

{| class="wikitable"
|-
! Setting !! Description
|-
| '''SLA time''' || Target in seconds within which a call should be answered. Agents and supervisors see the percentage of calls answered within this time.
|-
| '''Reset SLA counter''' || The time of day at which the SLA counter starts again.
|}

'''Abandoned calls'''

{| class="wikitable"
|-
! Setting !! Description
|-
| '''Reset abandoned calls counter''' || When the counter of the Abandoned widget is reset: '''Count of 'Abandoned calls' widget''' (the counter equals the number of entries in the list), '''Hide''' (not shown), '''Every hour''' or a fixed time of day.
|-
| '''Delete list entries (after days)''' || Entries older than this are removed from the abandoned list. '''0''' hides the list, '''-1''' never deletes.
|}

'''Alarms / Warnings''' - every key figure has a “Warning at” (orange) and an “Alarm at” (red) value. When the value is reached, the tile changes color in the User, Supervisor and Dashboard app:

{| class="wikitable"
|-
! Key figure !! Triggers when
|-
| '''SLA below (%)''' || the SLA percentage drops below the value.
|-
| '''Number of waiting calls''' || the number of waiting calls exceeds the value.
|-
| '''Number of ready agents (below)''' || the number of ready agents drops below the value.
|-
| '''Wait time (seconds)''' || the current longest wait time exceeds the value.
|-
| '''Number of abandoned calls''' || the number of abandoned calls exceeds the value.
|-
| '''Number of agents on the phone''' || the number of agents on a call exceeds the value.
|-
| '''Number of agents in wrap-up''' || the number of agents in wrap-up exceeds the value.
|}

'''Statistics'''

{| class="wikitable"
|-
! Setting !! Description
|-
| '''Week start''' || The first day of the week in the supervisor statistics.
|-
| '''Delete statistics (after days)''' || When call and agent data is deleted. This also affects the abandoned calls counter.
|-
| '''Write agent data''' || Records statistics per agent. Also determines whether an agent can see which colleague a caller last spoke to.
|-
| '''Anonymize agent data''' || Replaces agent names in team statistics and exports by random labels.
|}

'''Advanced'''

{| class="wikitable"
|-
! Setting !! Description
|-
| '''Allow Supervisor presence change''' || Supervisors can change the presence of their agents.
|-
| '''Allow picking waiting calls''' || Agents can pick up a call directly from the waiting calls widget.
|-
| '''Callback request DTMF''' || If set, a caller who enters this DTMF code ends the call and is listed as an abandoned call - a simple way to offer a callback request.
|}

'''Supervisors'''

{| class="wikitable"
|-
! Setting !! Description
|-
| '''Enable whitelist''' || When enabled, only the supervisors you assign can access this queue in the Supervisor App.
|}

[[Image:QueueBoard3-AdminApp-QueueEditor-1.png|560px|/QueueBoard3-AdminApp-QueueEditor-1.png]]
''Queue editor - general, ready agents, wrap-up and SLA''

[[Image:QueueBoard3-AdminApp-QueueEditor-2.png|560px|/QueueBoard3-AdminApp-QueueEditor-2.png]]
''Queue editor - abandoned calls and alarms / warnings''

[[Image:QueueBoard3-AdminApp-QueueEditor-3.png|560px|/QueueBoard3-AdminApp-QueueEditor-3.png]]
''Queue editor - statistics, advanced and supervisors''

==== PBX ====

In a master / slave scenario with several PBXes, enter the name of the PBX that QueueBoard has to work with. Press '''Save''' to apply.

[[Image:QueueBoard3-AdminApp-PBX.png|520px|/QueueBoard3-AdminApp-PBX.png]]
''PBX settings''

==== Email ====

Mail reports need a mail account to send from. Enter the data of your mail server and press '''Save''':

{| class="wikitable"
|-
! Field !! Description
|-
| '''Server''' || Address and port of your SMTP server.
|-
| '''Host''' || Host name.
|-
| '''Username / Password''' || Login of the mail account. The password is hidden; use the eye icon to show it.
|-
| '''Email address''' || The sender address of the reports.
|-
| '''Display name''' || The sender name recipients see.
|-
| '''Signature''' || Text added at the end of every report e-mail.
|}

Use the '''Test''' card to check your settings: enter a recipient and press '''Send test email'''.

[[Image:QueueBoard3-AdminApp-Email.png|520px|/QueueBoard3-AdminApp-Email.png]]
''Email settings and test''

==== Mail reports ====

Create and manage automatic e-mail reports for every queue. A report card shows the report name, its queue, interval, weekday, delivery time and number of recipients.

{| class="wikitable"
|-
! Field !! Description
|-
| '''Name''' || Name of the report.
|-
| '''Queue''' || The queue the report is about.
|-
| '''Interval''' || '''Daily (today)''', '''Daily (yesterday)''', '''Daily (24h)''', '''Weekly''', '''Weekly (24/7)''' or '''Monthly'''.
|-
| '''Weekday''' || The day on which weekly reports are sent.
|-
| '''Delivery time''' || The time of day the e-mail is sent.
|-
| '''From / To''' || The time-of-day window the report covers.
|-
| '''Recipients''' || One or more e-mail addresses that receive the report.
|}

[[Image:QueueBoard3-AdminApp-Reports.png|560px|/QueueBoard3-AdminApp-Reports.png]]
''Mail reports overview''

[[Image:QueueBoard3-AdminApp-ReportEditor.png|440px|/QueueBoard3-AdminApp-ReportEditor.png]]
''Mail report editor''

=== User App ===
[[Image:QueueBoard-userAppIcon2.png|/QueueBoard-userAppIcon2.png]]

The User App is the daily workspace for call-center agents. It is split into a sidebar on the left (your status and your queues) and a content area on the right (the live widgets of the selected queue).

==== Overview of the workspace ====

* Select a queue in the sidebar to open its live widgets in the content area.
* The widgets show caller statistics, team status, waiting calls, abandoned calls and the team.
* Everything updates in real time; wait times count up every second.
* Widgets can be arranged, resized, hidden or opened in their own window (popout).

[[Image:QueueBoard3-UserApp-Overview.png|560px|/QueueBoard3-UserApp-Overview.png]]
''User App - sidebar with queues and the live widgets of the selected queue''

==== Sidebar: your status, search and queues ====

* '''Profile and presence''' - shows your name, picture and current presence (Available, On the phone, Wrap-up, …). The presence color follows your PBX status. Click on your status to open a dialog where you can change your own presence and your status text.
* '''Log out button''' - next to your profile, logs you out of all queues at once. The same button logs you in to all queues again (your previous group selection is restored).
* '''Search''' - search for users and callers. Press '''Ctrl + K''' (⌘ + K on Mac) to jump straight into the search field.
* '''Queue list''' - every queue you are a member of is listed with its name and the number of waiting calls and ready agents.
* '''Log in / log out per queue''' - the arrow button next to each queue logs you in or out of that queue.

==== Selecting groups ====

A queue can have several agent groups: a primary group and one or more additional groups, for example to distinguish the users of the primary group from the other users. Choose the '''Groups''' button of a queue to open the group selector. Switch the groups you want to be logged in to and confirm with '''Save'''.

* '''Primary group''' - your main group in this queue.
* '''Other / secondary groups''' - additional groups you can join or leave as needed.
* The login indicator of the queue shows whether you are logged in to the primary group, only to other groups, or logged out - and whether your phone is currently active.

[[Image:QueueBoard3-UserApp-GroupSelector.png|520px|/QueueBoard3-UserApp-GroupSelector.png]]
''Group selector''

==== Caller statistics and team status ====

The two rows of tiles at the top of the content area give you the current situation of the queue:

{| class="wikitable"
|-
! Tile !! Meaning
|-
| '''Wait time''' || The wait time of the longest-waiting caller right now.
|-
| '''SLA''' || Percentage of calls answered within the configured SLA time (for example 30 s). The SLA time is shown in the tile title.
|-
| '''Waiting''' || Number of callers currently waiting in the queue.
|-
| '''Abandoned''' || Number of callers who hung up before being answered. The second number shows the calls that went to overflow and were forwarded.
|-
| '''Ready''' || Agents who are ready to take a call, compared to the number of agents logged in. Hover the info icon to see which colors count as ready.
|-
| '''On a call''' || Agents currently on a call in this queue. The second number shows agents on a call for another queue or a private call.
|-
| '''Wrap-up''' || Agents who are currently documenting a finished call.
|}

'''Warning and alarm colors:''' When a value reaches its warning or alarm threshold (defined by the administrator), the tile changes color: orange for a warning, red for an alarm. In addition, a notification is shown in the app as soon as a tile reaches the warning or alarm range.

==== Waiting calls ====

* Lists all callers currently waiting, with name or phone number and a live wait-time counter.
* The colored bar on the left shows the type of caller: gray for a regular call, orange for a VIP caller and red for an emergency call (see Colored bars).
* Wait-time badges change color the longer the caller waits.
* If the administrator has enabled it, you can '''pick up''' a waiting call directly from the list.
* Use the filter button to sort by wait time (longest first or shortest first).

[[Image:QueueBoard3-UserApp-WaitingCalls-Sort.png|360px|/QueueBoard3-UserApp-WaitingCalls-Sort.png]]
''Waiting calls - sorting''

==== Abandoned calls ====

The Abandoned list shows callers who hung up before an agent answered, so that no customer is forgotten. If the same caller calls the queue again and the call is answered by an agent, the entry disappears from the list automatically.

* Each entry shows the caller, how many times the caller has abandoned and how many callback attempts have already been made.
* While a colleague is calling a customer back, the entry shows '''Callback by <name>''' so that nobody calls twice.
* Use the '''phone button''' to call the customer back directly.
* Use the '''note button''' to open the caller history (see below).
* '''Calling back does not remove the entry.''' An abandoned call stays in the list after you have called the customer back. It is removed automatically as soon as the customer calls again and is connected to an agent. You can also close it manually with '''Close open callback''' in the caller history.
* Old entries are removed automatically after the number of days defined by the administrator.
* Sort by last update, creation time or number of abandoned calls - ascending or descending.

[[Image:QueueBoard3-UserApp-AbandonedCalls-Sort.png|360px|/QueueBoard3-UserApp-AbandonedCalls-Sort.png]]
''Abandoned calls - sorting''

==== Team ====

The Team widget shows all agents of the queue with picture, name and presence.

* The '''colored bar''' on the left shows whether the agent is logged in to the queue (see Colored bars). Entries of agents who are not active are shown dimmed.
* While an agent is on a call, the call is shown on the agent's row: name or number of the other party, the call state and the duration. Green means connected, orange means ringing, dialing or call waiting, blue means on hold. If an agent has several calls, use the arrows to switch between them.
* The orange '''Wrap-up''' badge shows that the agent is currently documenting a finished call.
* Call a colleague directly with the phone button.
* Sort by status or name. With '''Show inactive''' the agents who are not active are shown as well, with '''Show number''' the extension is shown in front of the name.

If an agent is logged in to the queue but is not counted as ready, an orange warning icon is shown on the agent's row. Hover the icon to see the message:

{| class="wikitable"
|-
! Message !! Meaning !! What to do
|-
| '''Active phone required''' || The agent is logged in to the queue, but the phone of the agent is not active (not registered). The agent is not counted as ready. || Start or register the phone (for example log in the softphone or connect the desk phone).
|-
| '''Available presence required''' || The waiting queue is configured with "Presence disables Operator" on the PBX and the presence of the agent is busy, away or do not disturb. The agent is not counted as ready. || Set the presence of the agent to Available.
|}

The login indicator of the queue (see Selecting groups) shows in the tooltip of the colored bar whether the agent is logged in to the primary group or only to other groups and whether the phone is active.

[[Image:QueueBoard3-UserApp-Team-Filter.png|360px|/QueueBoard3-UserApp-Team-Filter.png]]
''Team - sorting and filter''

==== Colored bars ====

The colored bar at the left edge of an entry has a meaning. Hover the bar to see a short description.

{| class="wikitable"
|-
! Where !! Color !! Meaning
|-
| rowspan="3" | '''Queue list''' (sidebar) and '''Team''' list || green || Logged in to the primary group of the queue.
|-
| orange || Logged in only to other groups of the queue. If the queue has no primary group, a login to another group is shown as green.
|-
| gray || Logged out of the queue.
|-
| rowspan="3" | '''Waiting calls''' and '''Abandoned calls''' || gray || Regular call.
|-
| orange || VIP caller.
|-
| red || Emergency call.
|}

An entry in the queue list or in the team list is shown dimmed if the agent is not active, for example because the phone is not active.

==== Layout settings ====

Open '''Layout''' in the top right corner to adapt the workspace to your screen and your way of working:

{| class="wikitable"
|-
! Setting !! Description
|-
| '''View''' || Arrange the widgets as a '''Grid''', as a '''List''' (below each other) or as a '''Horizontal list''' (side by side).
|-
| '''Widget height''' || Small, Medium, Large or Custom - a slider lets you choose a free height.
|-
| '''Widgets''' || Show or hide Caller statistics, Team status, Calls, Abandoned and Team.
|-
| '''Hide widget after popout''' || When enabled, a widget that you open in its own window disappears from the workspace.
|}

Each list widget has a '''popout button''' that opens it in a separate window - ideal for a second monitor. Widgets can also be re-ordered by drag and drop.

[[Image:QueueBoard3-UserApp-Layout.png|560px|/QueueBoard3-UserApp-Layout.png]]
''Layout settings''

==== Incoming calls ====

When a call from the queue is offered to you, a call popup appears at the bottom of the sidebar - even if the app is in the background of the page. The popup shows:

* The caller's name or number and the queue the call comes from.
* A hint about the caller's history: '''New customer''', the number of '''missed calls''', or '''who the caller last talked to and when'''.
* A running timer.

Press '''Accept''' to take the call, or the red button to decline.

[[Image:QueueBoard3-UserApp-IncomingCall.png|560px|/QueueBoard3-UserApp-IncomingCall.png]]
''Incoming call popup''

==== Current call: documentation and call information ====

As soon as you accept a call, the content area switches to the '''Current call''' view. A tab at the top shows the running call with its timer next to the queue tab, so you can switch back to the queue at any time without losing the call.

* '''Support reason''' - select the reason for the call from the list defined by the administrator.
* '''Documentation''' - write down what the call was about. Your text is saved automatically when you end the call or complete the wrap-up.
* '''Call information''' - caller name and phone number with a copy button for each.
* '''Progress''' - a live timeline of the call: waiting in the queue, alerting, connected and wrap-up, each with its duration.
* '''Call history''' - earlier notes, accepted calls and abandoned calls of this caller (see below).

[[Image:QueueBoard3-UserApp-CurrentCall.png|560px|/QueueBoard3-UserApp-CurrentCall.png]]
''Current call - documentation and call information''

[[Image:QueueBoard3-UserApp-CurrentCall-FilledOut.png|560px|/QueueBoard3-UserApp-CurrentCall-FilledOut.png]]
''Current call - support reason and documentation filled out''

==== Wrap-up ====

After the call ends, you stay in '''wrap-up''' so you can finish your documentation without being offered the next call. The wrap-up box at the bottom of the sidebar shows a countdown.

* '''Extend''' - adds more wrap-up time (the amount is configured per queue).
* '''Stop''' - completes the wrap-up immediately, saves your documentation and sets you ready again.
* When the time is over, the wrap-up closes automatically and your documentation is saved.
* Your presence shows '''Wrap-up''' during this time, and colleagues and supervisors see it in the team status.

[[Image:QueueBoard3-UserApp-Wrapup.png|560px|/QueueBoard3-UserApp-Wrapup.png]]
''Wrap-up with documentation and the Extend / Stop buttons''

==== Caller history and notes ====

Open the caller history from an abandoned call, the current call or the search. It collects everything that is known about the caller on three tabs:

{| class="wikitable"
|-
! Tab !! Content
|-
| '''Notes''' || Wrap-up documentation (with support reason), manual notes and callback notes written by all agents - with author, time and picture.
|-
| '''Accepted''' || Calls that were answered, with duration and the agent who handled them.
|-
| '''Abandoned''' || Calls the caller abandoned. A warning icon marks abandoned calls that are still open.
|}

The '''Week''', '''Month''' and '''All''' switches limit the list to a time range and show how many entries each range contains. At the bottom you can:

* '''Call back''' - call the customer immediately.
* '''Close open callback''' - mark all open abandoned calls of this caller as done, optionally with a comment.
* '''Add note''' - write a note for the caller (Ctrl + Enter saves).
* Delete a manual note with the trash icon.

[[Image:QueueBoard3-UserApp-CallerHistory-Notes.png|560px|/QueueBoard3-UserApp-CallerHistory-Notes.png]]
''Caller history - notes''

[[Image:QueueBoard3-UserApp-CallerHistory-Accepted.png|560px|/QueueBoard3-UserApp-CallerHistory-Accepted.png]]
''Caller history - accepted calls''

[[Image:QueueBoard3-UserApp-CallerHistory-Abandoned.png|560px|/QueueBoard3-UserApp-CallerHistory-Abandoned.png]]
''Caller history - abandoned calls''

=== Supervisor App ===
[[Image:QueueBoard-supervisorAppIcon2.png|/QueueBoard-supervisorAppIcon2.png]]

The Supervisor App is used to monitor several queues at the same time and to analyze what happened. The menu in the top right corner switches between four pages: '''Queues''', '''Statistics''', '''Export''' and '''Mail reports'''.

==== Queues ====

The Queues page shows one column per monitored queue, side by side. You decide which queues are shown and in which order.

* '''Add a queue''' with the dashed placeholder at the right edge; '''remove''' it with the red X in the column header.
* '''Re-order''' columns by dragging the handle in the column header.
* Each column shows the same live information as the agents' workspace: caller statistics, team status, a statistics table and lists.
* The '''statistics table''' shows Sum, Max and Average of wait time, waiting calls and abandoned calls for a selectable period: This hour, Last 60 minutes, Last 24 hours, 24-48 hours ago, Today, Yesterday, This week, Last week, Last 4 weeks, This month, Last month, Last 30 days, 30-60 days ago, This year, Last year or All time.
* The '''lists''' switch between Calls, Abandoned and Team. In the team list a supervisor can call an agent directly. The login / logout button of an agent opens the group selection, so the supervisor can log the agent in or out of the groups of the queue. If '''Allow Supervisor presence change''' is enabled for the queue, the supervisor can also change the presence of the agent there.

[[Image:QueueBoard3-SupervisorApp-Queues.png|560px|/QueueBoard3-SupervisorApp-Queues.png]]
''Supervisor - queues side by side (Calls and Abandoned lists)''

[[Image:QueueBoard3-SupervisorApp-Queues-Team.png|560px|/QueueBoard3-SupervisorApp-Queues-Team.png]]
''Supervisor - the Team list of a queue''

==== Widget settings per queue ====

The settings button in each column header lets you decide which of the three sections the column displays: '''Statistics''', '''Statistics table''' and '''Lists'''. Hide what you do not need to fit more queues on the screen.

[[Image:QueueBoard3-SupervisorApp-WidgetSettings.png|420px|/QueueBoard3-SupervisorApp-WidgetSettings.png]]
''Widget settings of a queue column''

==== Statistics ====

The Statistics page contains detailed charts for one queue. The switch in the top right corner changes between '''Queues''' (call figures) and '''Team''' (figures per agent).

The toolbar offers the following controls:

{| class="wikitable"
|-
! Control !! Description
|-
| '''Queue selector''' || Choose the queue to analyze.
|-
| '''Date range''' || The period (from and to date) the charts are calculated for.
|-
| '''Auto-reload''' || No reload, every 5 minutes or every 15 minutes.
|-
| '''Comparison mode''' || Shows a second date range as baseline. The selected period is compared with it, and the chart tooltips show the value compared to the baseline.
|-
| '''Reload button''' || Reloads the data immediately.
|-
| '''PDF''' || Downloads the currently shown statistics as a PDF document.
|}

==== Queue statistics ====

* '''Key figures''' - Total, Accepted, Forwarded and Abandoned calls, plus the number of calls by wait time: 0-10 s, 11-20 s, 21-30 s and over 30 s.
* '''Availability''' - a pie chart showing how the calls were distributed: abandoned, forwarded and accepted, split by wait time.
* '''Call volume over the day (cumulated)''' - calls per quarter of an hour, split into accepted, forwarded and abandoned.
* '''Call volume during the week (cumulated)''' and '''Percentage call volume during the week''' - absolute and relative volume per weekday.
* '''Wait time over the day (cumulated)''' - how many callers waited 0-10 s, 11-20 s, 21-30 s and longer, per time of day.
* '''Wait time over the week (average)''' - a heat map of the average wait time in seconds by weekday and hour. Dark red cells show your problem hours.
* '''Transferred calls over the day (cumulated)''' - the number of calls that were transferred.

[[Image:QueueBoard3-SupervisorApp-Statistics-1.png|560px|/QueueBoard3-SupervisorApp-Statistics-1.png]]
''Queue statistics - key figures and availability''

[[Image:QueueBoard3-SupervisorApp-Statistics-2.png|560px|/QueueBoard3-SupervisorApp-Statistics-2.png]]
''Call volume over the day (cumulated)''

[[Image:QueueBoard3-SupervisorApp-Statistics-3.png|560px|/QueueBoard3-SupervisorApp-Statistics-3.png]]
''Call volume during the week and wait time over the day''

[[Image:QueueBoard3-SupervisorApp-Statistics-4.png|560px|/QueueBoard3-SupervisorApp-Statistics-4.png]]
''Wait time heat map''

[[Image:QueueBoard3-SupervisorApp-Statistics-5.png|560px|/QueueBoard3-SupervisorApp-Statistics-5.png]]
''Transferred calls over the day''

[[Image:QueueBoard3-SupervisorApp-Statistics-6.png|560px|/QueueBoard3-SupervisorApp-Statistics-6.png]]
''Transferred calls over the day - chart detail''

==== Team statistics ====

* '''Accepted calls per agent''' - timeline of the calls each agent answered.
* '''Total talk time per agent''' and '''Average talk time per agent'''.
* '''Transferred calls per agent'''.
* '''Group logins per agent''' - when each agent was logged in to the queue's groups. Use the slider below the chart to zoom into a period.

If the administrator has enabled '''Anonymize agent data''' for the queue, agent names in the team statistics are replaced by random labels. The labels differ in every report, so single agents cannot be tracked across reports.

[[Image:QueueBoard3-SupervisorApp-TeamStatistics-1.png|560px|/QueueBoard3-SupervisorApp-TeamStatistics-1.png]]
''Team statistics - accepted calls and talk time per agent''

[[Image:QueueBoard3-SupervisorApp-TeamStatistics-2.png|560px|/QueueBoard3-SupervisorApp-TeamStatistics-2.png]]
''Team statistics - talk time and transferred calls''

[[Image:QueueBoard3-SupervisorApp-TeamStatistics-3.png|560px|/QueueBoard3-SupervisorApp-TeamStatistics-3.png]]
''Team statistics - transferred calls and group logins''

[[Image:QueueBoard3-SupervisorApp-TeamStatistics-4.png|560px|/QueueBoard3-SupervisorApp-TeamStatistics-4.png]]
''Team statistics - group logins per agent with period slider''

==== Export ====

The Export page creates a data file for further processing in spreadsheets or other tools. Select what you want to export and press '''Export''':

{| class="wikitable"
|-
! Field !! Description
|-
| '''Type''' || '''Calls''' (every call with its details) or '''Logins''' (the login times of your agents).
|-
| '''Queue''' || A single queue or all queues.
|-
| '''Agent''' || A single agent or all agents (only available when a queue is chosen).
|-
| '''From / To''' || The period to export.
|}

[[Image:QueueBoard3-SupervisorApp-Export.png|560px|/QueueBoard3-SupervisorApp-Export.png]]
''Export page''

==== Mail reports ====

Mail reports send queue statistics automatically by e-mail on a schedule. Supervisors and administrators can manage reports. See the Admin App chapter for a description of all fields.

* '''Create report''' adds a new report. '''Edit''' opens it and '''Delete''' removes it.
* Every report card shows its interval, weekday, delivery time and the number of recipients.

[[Image:QueueBoard3-SupervisorApp-Reports.png|560px|/QueueBoard3-SupervisorApp-Reports.png]]
''Mail reports overview''

[[Image:QueueBoard3-SupervisorApp-ReportEditor.png|440px|/QueueBoard3-SupervisorApp-ReportEditor.png]]
''Mail report editor''

=== Dashboard App ===
[[Image:QueueBoard-dashboardAppIcon2.png|/QueueBoard-dashboardAppIcon2.png]]

The Dashboard App is made for wall monitors and shared screens. It shows the most important figures of one queue in large tiles that can be read from across the room.

* Select the queue with the selector next to the queue name at the top.
* '''Caller statistics:''' wait time, number of waiting calls and abandoned calls.
* '''Team status:''' ready agents (out of logged-in agents), agents on a call and agents in wrap-up.
* Tiles turn '''orange''' (warning) or '''red''' (alarm) when the thresholds defined for the queue are reached - so a problem is visible immediately.
* The dashboard updates live and needs no interaction.

[[Image:QueueBoard3-DashboardApp.png|560px|/QueueBoard3-DashboardApp.png]]
''Dashboard App''

==Multi-PBX ready==
QueueBoard can be used in master / slave scenarios. Enter the name of the PBX that QueueBoard has to work with in the PBX page of the Admin App (see Configuration).

==Licensing==


* With Queue Board 2.0, the licensing changed to [https://www.innovaphone.com/en/services/licenses/partner-apps.html?app=queueboard&type=license#queueboard this licensing model].
* [[#Grant access to APIs|See the description]] of where to add the queue licenses.
* The users must be assigned the user, supervisor or dashboard app license.
* See Configuration > Grant access to APIs for where to configure the service (waiting queue) license.

QueueBoard uses the innovaphone licensing of your PBX. Licenses are assigned per queue: the available licenses are assigned to your queues in the order the queues were created. A queue without a license shows a '''No license''' notice instead of its content.

Until a license is installed, the app runs as a trial version. A notice at the bottom of the screen shows that the unlicensed trial version is in use, or until when the app is free to use.

Please contact MediaRunway or your reseller for details on licenses.

==Prerequisites==





* An innovaphone PBX and Application Platform
* Valid licenses
* One or more innovaphone Waiting Queues on the PBX that QueueBoard should monitor
* A mail account (SMTP) if you want to use mail reports (optional)
* A modern web browser or the innovaphone myApps client

For this app, you need '''no extra Windows server''' or client software, only the myApps platform and the myApps client (installed or opened in a browser).

A waiting queue must be configured in the PBX, together with a group and group members for that waiting queue. The group should only be used for this waiting queue: if the same group is used for another waiting queue, the user will dyn-in/dyn-out of more than one waiting queue. One waiting queue can have more than one group configured, for example to distinguish the users of the primary group from the other users. This is not specific to the Queue Board app, it is basic innovaphone admin knowledge.

==Versions==


'''Queue Board 3.0''' is built with the innovaphone SDK 15r1. Its versions start with 1510000 (current release: 1510002).

'''Queue Board 2.0''' starts with Queue Board version 133013 sr8. Queue Board 2.0 has '''multi queue''' functionality. '''With this version, the licensing changed to innovaphone licensing.'''
The service release number is lower than that of the last Queue Board 1.0 version, because the innovaphone SDK sr8 is used, so that older systems can also use Queue Board 2.0.

===Compatible innovaphone firmware versions===


* MediaRunway Queue Board 1.0 (132xxx sr18, 133xxx final)
** innovaphone V13r2, V13r3
* MediaRunway Queue Board 2.0 (133x1x sr8)
** innovaphone V13r3, V14r1
* MediaRunway Queue Board 3.0 (1510002)
** innovaphone V15r1

===Application versions used for interop testing===



* MediaRunway Queue Board 1.0 (132xxx sr18, 133xxx final)

** innovaphone IPVA V13r2sr18
** innovaphone IPVA V13r3final
* MediaRunway Queue Board 2.0 (133x1x sr8)
** innovaphone V13r3
* MediaRunway Queue Board 3.0 (1510002)
** innovaphone V15r1

==Configuration==









After installation, open the Admin App and configure QueueBoard in this order:

# '''PBX''' - in a master / slave scenario, enter the PBX name.
# '''Queues''' - add a queue for each Waiting Queue you want to monitor and adjust the queue settings (wrap-up, support reasons, SLA, alarms).
# '''Email''' - enter your mail server data and send a test e-mail (only needed for mail reports).
# '''Mail reports''' - create the reports you need.

Agents and supervisors need no further configuration - they open their app and select their queues.

=== Alert and pre-alert thresholds ===

==== Waiting calls ====
The pre-alert value should be smaller than the alert value, because the alert is a maximum value.

==== Ready team members ====
The pre-alert value should be greater than the alert value, because the alert is a minimum value.

The values that can be set for alert and pre-alert depend on the two switch settings in the "Ready agents" section of the queue editor in the Queue Board admin app ("Count only primary group" and "Count logged in, offline agents").

=== Grant access to APIs ===
[[Image:PBXobjApiAccess.png|/PBXobjApiAccess.png]]

Only set this on the Queue Board admin PBX app object, not on the Queue Board user, dashboard or supervisor PBX app objects!
* Shows the required API access rights of the Queue Board admin PBX app object in the advanced admin UI.
* In the input field "Licenses", enter the number of licensed waiting queues.
* The user, dashboard and supervisor PBX app objects have none of these checkmarks set and no license number in the input field. This is only done in the Queue Board admin PBX app object.

==Installation==








The steps of the installation process are the same as [[Howto:Callback - MediaRunway - Partner App#Install app from App Store|described in this article]], only with different names. You have to install the app, add an app instance and add the app objects.

After installing the app, adding the app instance and the app objects for the users, supervisors and administrators, QueueBoard is ready to use.

'''Brief summary of the installation'''

# Install the app from the app store.
# Create an instance of the app. Values needed: Name (e.g. "queueboard", no blanks please) - Domain (your platform domain) - App Password (generate one, e.g. with 15 characters) - DB Password (generate one, e.g. with 15 characters) - other values will be filled up automatically.
# Add the app objects with the AP Manager app (when selecting the name, please do not use spaces): '''QueueBoard User''' for agents, '''QueueBoard Supervisor''' for supervisors, '''QueueBoard Dashboard''' for monitors and '''QueueBoard Admin''' for administrators.
# Assign the app objects to the users or groups who should see them.

==Known Issues==
- Do not activate the checkbox for SOAP in the monitored waiting queue PBX object, because then a connected call will not be shown as connected. Because of this, you cannot use the IQM in parallel with the Queue Board to correctly monitor the waiting queue in both applications.

- Concerning the sending of e-mails: if IPv6 is used in your network, e-mails may not be delivered. The SMTP client from the innovaphone SDK will be updated in an upcoming platform version to eliminate the problem.

==Contact==




{|
| MediaRunway GmbH & Co. KG
|-
| Venloer Str. 8
|-
| D-41569 Rommerskirchen
|-
| Tel: +49 2183 80628-0
|-
| Sales: [mailto:myApps-sales@mediarunway.com myApps-sales@mediarunway.com]
|-
| Support / Presales: [mailto:myApps-support@mediarunway.com myApps-support@mediarunway.com]
|-
| Website: [https://www.mediarunway.com/ MediaRunway.com]
|}

For any questions please refer to [https://mediarunway.com/contact/ our contact page].

Howto:Queueboard - MediaRunway - Partner App

2026-11-05T09:22:00Z

N.schmitz: Abandoned calls: entry disappears when caller is answered again; explain Team widget colors, call display and warning messages

[[Image:Mediarunway_company_logo_200.png||200px|right]]

==Product Name==



MediaRunway [https://mediarunway.com/myapps/ Queue Board]

==Certification Status==

{{Template:Compat_Status_referral_product_new|type=App}}

This App has been listed April 2023.

==Category==

[[Category:Partner_Apps|{{PAGENAME}}]]
{{Category:3rdParty Contact Center Applications}}
[[Category:3rdParty Contact Center Applications|{{PAGENAME}}]]

{{Category:3rdParty_Reporting_/_Monitoring}}
[[Category:3rdParty_Reporting_/_Monitoring|{{PAGENAME}}]]

==Vendor==



[[Image:Mediarunway_company_logo_150_2.png|150px]]




MediaRunway is an ITC enterprise that provides its customers with contemporary IT services in all areas - Your business, our solution.


[https://www.mediarunway.com/ MediaRunway - About us]

==Description==




[[Image:MediaRunway-queueboard2.png]]





QueueBoard is a myApps app suite for innovaphone that gives agents, supervisors and administrators a complete view of their call queues (innovaphone Waiting Queues). It turns the raw queue data of the PBX into live dashboards, a guided call-handling workflow and detailed statistics.

QueueBoard combines four apps in one product:

* '''User App''' - the agent workspace: see waiting and abandoned calls, accept calls, document them, handle wrap-up and call customers back.
* '''Supervisor App''' - the supervisor workspace: monitor several queues side by side, analyze statistics, export data and schedule e-mail reports.
* '''Dashboard App''' - a large-screen display for wall monitors showing the most important queue figures at a glance.
* '''Admin App''' - the administration area: create and configure queues, alarm thresholds, PBX connection, e-mail settings and report schedules.

Everything updates live - there is no need to refresh. The interface is available in English, German, French, Italian and Polish.


[https://mediarunway.com/myapps/ MediaRunway - About this application]





==Functions==




This chapter describes every function of the four apps. The screenshots show the apps running inside the innovaphone myApps client.

=== Admin App ===
[[Image:QueueBoard-adminAppIcon2.png]]

The Admin App is where QueueBoard is set up. The menu in the top right corner opens the pages '''Queues''', '''PBX''', '''Email''' and '''Mail reports'''.

==== Queues ====

QueueBoard works with queues. A QueueBoard queue is linked to one innovaphone Waiting Queue of the PBX and carries all QueueBoard-specific settings. The overview shows every queue as a card with its name and the linked PBX queue.

* '''Add''' creates a new queue.
* '''Edit''' opens the queue editor.
* '''Delete''' removes the queue from QueueBoard (the Waiting Queue on the PBX is not touched).
* A PBX Waiting Queue can only be linked to one QueueBoard queue.

[[Image:QueueBoard3-AdminApp-Queues.png|560px]]
''Queue overview''

==== Queue editor ====

Each setting has an info icon with a short explanation. The settings are grouped into sections:

'''General'''

{| class="wikitable"
|-
! Setting !! Description
|-
| '''Name''' || The name shown for this queue in all apps.
|-
| '''Target queue''' || The PBX Waiting Queue that is tracked by this queue.
|-
| '''Time zone''' || Used for statistics and for scheduled data deletion.
|}

'''Ready agents''' - defines who counts as ready:

{| class="wikitable"
|-
! Setting !! Description
|-
| '''Count only primary group''' || Only agents who are logged in to their primary group are counted.
|-
| '''Count logged in, offline agents''' || Agents who are logged in to the queue but whose presence is offline are counted as well.
|}

'''Wrap-up'''

{| class="wikitable"
|-
! Setting !! Description
|-
| '''Initial time (seconds)''' || How long an agent has to complete the wrap-up. When the time is over, the wrap-up closes automatically. '''0''' disables wrap-up, '''-1''' means no time limit.
|-
| '''Extend time (seconds)''' || If set, agents can extend their wrap-up by this amount with the '''Extend''' button.
|-
| '''Support reasons''' || The list of reasons agents can choose from when documenting a call. Add entries with '''+'''.
|}

'''SLA'''

{| class="wikitable"
|-
! Setting !! Description
|-
| '''SLA time''' || Target in seconds within which a call should be answered. Agents and supervisors see the percentage of calls answered within this time.
|-
| '''Reset SLA counter''' || The time of day at which the SLA counter starts again.
|}

'''Abandoned calls'''

{| class="wikitable"
|-
! Setting !! Description
|-
| '''Reset abandoned calls counter''' || When the counter of the Abandoned widget is reset: '''Count of 'Abandoned calls' widget''' (the counter equals the number of entries in the list), '''Hide''' (not shown), '''Every hour''' or a fixed time of day.
|-
| '''Delete list entries (after days)''' || Entries older than this are removed from the abandoned list. '''0''' hides the list, '''-1''' never deletes.
|}

'''Alarms / Warnings''' - every key figure has a “Warning at” (orange) and an “Alarm at” (red) value. When the value is reached, the tile changes color in the User, Supervisor and Dashboard app:

{| class="wikitable"
|-
! Key figure !! Triggers when
|-
| '''SLA below (%)''' || the SLA percentage drops below the value.
|-
| '''Number of waiting calls''' || the number of waiting calls exceeds the value.
|-
| '''Number of ready agents (below)''' || the number of ready agents drops below the value.
|-
| '''Wait time (seconds)''' || the current longest wait time exceeds the value.
|-
| '''Number of abandoned calls''' || the number of abandoned calls exceeds the value.
|-
| '''Number of agents on the phone''' || the number of agents on a call exceeds the value.
|-
| '''Number of agents in wrap-up''' || the number of agents in wrap-up exceeds the value.
|}

'''Statistics'''

{| class="wikitable"
|-
! Setting !! Description
|-
| '''Week start''' || The first day of the week in the supervisor statistics.
|-
| '''Delete statistics (after days)''' || When call and agent data is deleted. This also affects the abandoned calls counter.
|-
| '''Write agent data''' || Records statistics per agent. Also determines whether an agent can see which colleague a caller last spoke to.
|-
| '''Anonymize agent data''' || Replaces agent names in team statistics and exports by random labels.
|}

'''Advanced'''

{| class="wikitable"
|-
! Setting !! Description
|-
| '''Allow Supervisor presence change''' || Supervisors can change the presence of their agents.
|-
| '''Allow picking waiting calls''' || Agents can pick up a call directly from the waiting calls widget.
|-
| '''Callback request DTMF''' || If set, a caller who enters this DTMF code ends the call and is listed as an abandoned call - a simple way to offer a callback request.
|}

'''Supervisors'''

{| class="wikitable"
|-
! Setting !! Description
|-
| '''Enable whitelist''' || When enabled, only the supervisors you assign can access this queue in the Supervisor App.
|}

[[Image:QueueBoard3-AdminApp-QueueEditor-1.png|560px]]
''Queue editor - general, ready agents, wrap-up and SLA''

[[Image:QueueBoard3-AdminApp-QueueEditor-2.png|560px]]
''Queue editor - abandoned calls and alarms / warnings''

[[Image:QueueBoard3-AdminApp-QueueEditor-3.png|560px]]
''Queue editor - statistics, advanced and supervisors''

==== PBX ====

In a master / slave scenario with several PBXes, enter the name of the PBX that QueueBoard has to work with. Press '''Save''' to apply.

[[Image:QueueBoard3-AdminApp-PBX.png|520px]]
''PBX settings''

==== Email ====

Mail reports need a mail account to send from. Enter the data of your mail server and press '''Save''':

{| class="wikitable"
|-
! Field !! Description
|-
| '''Server''' || Address and port of your SMTP server.
|-
| '''Host''' || Host name.
|-
| '''Username / Password''' || Login of the mail account. The password is hidden; use the eye icon to show it.
|-
| '''Email address''' || The sender address of the reports.
|-
| '''Display name''' || The sender name recipients see.
|-
| '''Signature''' || Text added at the end of every report e-mail.
|}

Use the '''Test''' card to check your settings: enter a recipient and press '''Send test email'''.

[[Image:QueueBoard3-AdminApp-Email.png|520px]]
''Email settings and test''

==== Mail reports ====

Create and manage automatic e-mail reports for every queue. A report card shows the report name, its queue, interval, weekday, delivery time and number of recipients.

{| class="wikitable"
|-
! Field !! Description
|-
| '''Name''' || Name of the report.
|-
| '''Queue''' || The queue the report is about.
|-
| '''Interval''' || '''Daily (today)''', '''Daily (yesterday)''', '''Daily (24h)''', '''Weekly''', '''Weekly (24/7)''' or '''Monthly'''.
|-
| '''Weekday''' || The day on which weekly reports are sent.
|-
| '''Delivery time''' || The time of day the e-mail is sent.
|-
| '''From / To''' || The time-of-day window the report covers.
|-
| '''Recipients''' || One or more e-mail addresses that receive the report.
|}

[[Image:QueueBoard3-AdminApp-Reports.png|560px]]
''Mail reports overview''

[[Image:QueueBoard3-AdminApp-ReportEditor.png|440px]]
''Mail report editor''

=== User App ===
[[Image:QueueBoard-userAppIcon2.png]]

The User App is the daily workspace for call-center agents. It is split into a sidebar on the left (your status and your queues) and a content area on the right (the live widgets of the selected queue).

==== Overview of the workspace ====

* Select a queue in the sidebar to open its live widgets in the content area.
* The widgets show caller statistics, team status, waiting calls, abandoned calls and the team.
* Everything updates in real time; wait times count up every second.
* Widgets can be arranged, resized, hidden or opened in their own window (popout).

[[Image:QueueBoard3-UserApp-Overview.png|560px]]
''User App - sidebar with queues and the live widgets of the selected queue''

==== Sidebar: your status, search and queues ====

* '''Profile and presence''' - shows your name, picture and current presence (Available, On the phone, Wrap-up, …). The presence color follows your PBX status. Click on your status to open a dialog where you can change your own presence and your status text.
* '''Log out button''' - next to your profile, logs you out of all queues at once. The same button logs you in to all queues again (your previous group selection is restored).
* '''Search''' - search for users and callers. Press '''Ctrl + K''' (⌘ + K on Mac) to jump straight into the search field.
* '''Queue list''' - every queue you are a member of is listed with its name and the number of waiting calls and ready agents.
* '''Log in / log out per queue''' - the arrow button next to each queue logs you in or out of that queue.

==== Selecting groups ====

A queue can have several agent groups: a primary group and one or more additional groups, for example to distinguish the users of the primary group from the other users. Choose the '''Groups''' button of a queue to open the group selector. Switch the groups you want to be logged in to and confirm with '''Save'''.

* '''Primary group''' - your main group in this queue.
* '''Other / secondary groups''' - additional groups you can join or leave as needed.
* The login indicator of the queue shows whether you are logged in to the primary group, only to other groups, or logged out - and whether your phone is currently active.

[[Image:QueueBoard3-UserApp-GroupSelector.png|520px]]
''Group selector''

==== Caller statistics and team status ====

The two rows of tiles at the top of the content area give you the current situation of the queue:

{| class="wikitable"
|-
! Tile !! Meaning
|-
| '''Wait time''' || The wait time of the longest-waiting caller right now.
|-
| '''SLA''' || Percentage of calls answered within the configured SLA time (for example 30 s). The SLA time is shown in the tile title.
|-
| '''Waiting''' || Number of callers currently waiting in the queue.
|-
| '''Abandoned''' || Number of callers who hung up before being answered. The second number shows the calls that went to overflow and were forwarded.
|-
| '''Ready''' || Agents who are ready to take a call, compared to the number of agents logged in. Hover the info icon to see which colors count as ready.
|-
| '''On a call''' || Agents currently on a call in this queue. The second number shows agents on a call for another queue or a private call.
|-
| '''Wrap-up''' || Agents who are currently documenting a finished call.
|}

'''Warning and alarm colors:''' When a value reaches its warning or alarm threshold (defined by the administrator), the tile changes color: orange for a warning, red for an alarm. In addition, a notification is shown in the app as soon as a tile reaches the warning or alarm range.

==== Waiting calls ====

* Lists all callers currently waiting, with name or phone number and a live wait-time counter.
* The colored bar on the left shows the type of caller: gray for a regular call, orange for a VIP caller and red for an emergency call (see Colored bars).
* Wait-time badges change color the longer the caller waits.
* If the administrator has enabled it, you can '''pick up''' a waiting call directly from the list.
* Use the filter button to sort by wait time (longest first or shortest first).

[[Image:QueueBoard3-UserApp-WaitingCalls-Sort.png|360px]]
''Waiting calls - sorting''

==== Abandoned calls ====

The Abandoned list shows callers who hung up before an agent answered, so that no customer is forgotten. If the same caller calls the queue again and the call is answered by an agent, the entry disappears from the list automatically.

* Each entry shows the caller, how many times the caller has abandoned and how many callback attempts have already been made.
* While a colleague is calling a customer back, the entry shows '''Callback by <name>''' so that nobody calls twice.
* Use the '''phone button''' to call the customer back directly.
* Use the '''note button''' to open the caller history (see below).
* '''Calling back does not remove the entry.''' An abandoned call stays in the list after you have called the customer back. It is removed automatically as soon as the customer calls again and is connected to an agent. You can also close it manually with '''Close open callback''' in the caller history.
* Old entries are removed automatically after the number of days defined by the administrator.
* Sort by last update, creation time or number of abandoned calls - ascending or descending.

[[Image:QueueBoard3-UserApp-AbandonedCalls-Sort.png|360px]]
''Abandoned calls - sorting''

==== Team ====

The Team widget shows all agents of the queue with picture, name and presence.

* The '''colored bar''' on the left shows whether the agent is logged in to the queue (see Colored bars). Entries of agents who are not active are shown dimmed.
* While an agent is on a call, the call is shown on the agent's row: name or number of the other party, the call state and the duration. Green means connected, orange means ringing, dialing or call waiting, blue means on hold. If an agent has several calls, use the arrows to switch between them.
* The orange '''Wrap-up''' badge shows that the agent is currently documenting a finished call.
* Call a colleague directly with the phone button.
* Sort by status or name. With '''Show inactive''' the agents who are not active are shown as well, with '''Show number''' the extension is shown in front of the name.

If an agent is logged in to the queue but is not counted as ready, an orange warning icon is shown on the agent's row. Hover the icon to see the message:

{| class="wikitable"
|-
! Message !! Meaning !! What to do
|-
| '''Active phone required''' || The agent is logged in to the queue, but the phone of the agent is not active (not registered). The agent is not counted as ready. || Start or register the phone (for example log in the softphone or connect the desk phone).
|-
| '''Available presence required''' || The waiting queue is configured with "Presence disables Operator" on the PBX and the presence of the agent is busy, away or do not disturb. The agent is not counted as ready. || Set the presence of the agent to Available.
|}

The login indicator of the queue (see Selecting groups) shows in the tooltip of the colored bar whether the agent is logged in to the primary group or only to other groups and whether the phone is active.

[[Image:QueueBoard3-UserApp-Team-Filter.png|360px]]
''Team - sorting and filter''

==== Colored bars ====

The colored bar at the left edge of an entry has a meaning. Hover the bar to see a short description.

{| class="wikitable"
|-
! Where !! Color !! Meaning
|-
| rowspan="3" | '''Queue list''' (sidebar) and '''Team''' list || green || Logged in to the primary group of the queue.
|-
| orange || Logged in only to other groups of the queue. If the queue has no primary group, a login to another group is shown as green.
|-
| gray || Logged out of the queue.
|-
| rowspan="3" | '''Waiting calls''' and '''Abandoned calls''' || gray || Regular call.
|-
| orange || VIP caller.
|-
| red || Emergency call.
|}

An entry in the queue list or in the team list is shown dimmed if the agent is not active, for example because the phone is not active.

==== Layout settings ====

Open '''Layout''' in the top right corner to adapt the workspace to your screen and your way of working:

{| class="wikitable"
|-
! Setting !! Description
|-
| '''View''' || Arrange the widgets as a '''Grid''', as a '''List''' (below each other) or as a '''Horizontal list''' (side by side).
|-
| '''Widget height''' || Small, Medium, Large or Custom - a slider lets you choose a free height.
|-
| '''Widgets''' || Show or hide Caller statistics, Team status, Calls, Abandoned and Team.
|-
| '''Hide widget after popout''' || When enabled, a widget that you open in its own window disappears from the workspace.
|}

Each list widget has a '''popout button''' that opens it in a separate window - ideal for a second monitor. Widgets can also be re-ordered by drag and drop.

[[Image:QueueBoard3-UserApp-Layout.png|560px]]
''Layout settings''

==== Incoming calls ====

When a call from the queue is offered to you, a call popup appears at the bottom of the sidebar - even if the app is in the background of the page. The popup shows:

* The caller's name or number and the queue the call comes from.
* A hint about the caller's history: '''New customer''', the number of '''missed calls''', or '''who the caller last talked to and when'''.
* A running timer.

Press '''Accept''' to take the call, or the red button to decline.

[[Image:QueueBoard3-UserApp-IncomingCall.png|560px]]
''Incoming call popup''

==== Current call: documentation and call information ====

As soon as you accept a call, the content area switches to the '''Current call''' view. A tab at the top shows the running call with its timer next to the queue tab, so you can switch back to the queue at any time without losing the call.

* '''Support reason''' - select the reason for the call from the list defined by the administrator.
* '''Documentation''' - write down what the call was about. Your text is saved automatically when you end the call or complete the wrap-up.
* '''Call information''' - caller name and phone number with a copy button for each.
* '''Progress''' - a live timeline of the call: waiting in the queue, alerting, connected and wrap-up, each with its duration.
* '''Call history''' - earlier notes, accepted calls and abandoned calls of this caller (see below).

[[Image:QueueBoard3-UserApp-CurrentCall.png|560px]]
''Current call - documentation and call information''

[[Image:QueueBoard3-UserApp-CurrentCall-FilledOut.png|560px]]
''Current call - support reason and documentation filled out''

==== Wrap-up ====

After the call ends, you stay in '''wrap-up''' so you can finish your documentation without being offered the next call. The wrap-up box at the bottom of the sidebar shows a countdown.

* '''Extend''' - adds more wrap-up time (the amount is configured per queue).
* '''Stop''' - completes the wrap-up immediately, saves your documentation and sets you ready again.
* When the time is over, the wrap-up closes automatically and your documentation is saved.
* Your presence shows '''Wrap-up''' during this time, and colleagues and supervisors see it in the team status.

[[Image:QueueBoard3-UserApp-Wrapup.png|560px]]
''Wrap-up with documentation and the Extend / Stop buttons''

==== Caller history and notes ====

Open the caller history from an abandoned call, the current call or the search. It collects everything that is known about the caller on three tabs:

{| class="wikitable"
|-
! Tab !! Content
|-
| '''Notes''' || Wrap-up documentation (with support reason), manual notes and callback notes written by all agents - with author, time and picture.
|-
| '''Accepted''' || Calls that were answered, with duration and the agent who handled them.
|-
| '''Abandoned''' || Calls the caller abandoned. A warning icon marks abandoned calls that are still open.
|}

The '''Week''', '''Month''' and '''All''' switches limit the list to a time range and show how many entries each range contains. At the bottom you can:

* '''Call back''' - call the customer immediately.
* '''Close open callback''' - mark all open abandoned calls of this caller as done, optionally with a comment.
* '''Add note''' - write a note for the caller (Ctrl + Enter saves).
* Delete a manual note with the trash icon.

[[Image:QueueBoard3-UserApp-CallerHistory-Notes.png|560px]]
''Caller history - notes''

[[Image:QueueBoard3-UserApp-CallerHistory-Accepted.png|560px]]
''Caller history - accepted calls''

[[Image:QueueBoard3-UserApp-CallerHistory-Abandoned.png|560px]]
''Caller history - abandoned calls''

=== Supervisor App ===
[[Image:QueueBoard-supervisorAppIcon2.png]]

The Supervisor App is used to monitor several queues at the same time and to analyze what happened. The menu in the top right corner switches between four pages: '''Queues''', '''Statistics''', '''Export''' and '''Mail reports'''.

==== Queues ====

The Queues page shows one column per monitored queue, side by side. You decide which queues are shown and in which order.

* '''Add a queue''' with the dashed placeholder at the right edge; '''remove''' it with the red X in the column header.
* '''Re-order''' columns by dragging the handle in the column header.
* Each column shows the same live information as the agents' workspace: caller statistics, team status, a statistics table and lists.
* The '''statistics table''' shows Sum, Max and Average of wait time, waiting calls and abandoned calls for a selectable period: This hour, Last 60 minutes, Last 24 hours, 24-48 hours ago, Today, Yesterday, This week, Last week, Last 4 weeks, This month, Last month, Last 30 days, 30-60 days ago, This year, Last year or All time.
* The '''lists''' switch between Calls, Abandoned and Team. In the team list a supervisor can call an agent directly. The login / logout button of an agent opens the group selection, so the supervisor can log the agent in or out of the groups of the queue. If '''Allow Supervisor presence change''' is enabled for the queue, the supervisor can also change the presence of the agent there.

[[Image:QueueBoard3-SupervisorApp-Queues.png|560px]]
''Supervisor - queues side by side (Calls and Abandoned lists)''

[[Image:QueueBoard3-SupervisorApp-Queues-Team.png|560px]]
''Supervisor - the Team list of a queue''

==== Widget settings per queue ====

The settings button in each column header lets you decide which of the three sections the column displays: '''Statistics''', '''Statistics table''' and '''Lists'''. Hide what you do not need to fit more queues on the screen.

[[Image:QueueBoard3-SupervisorApp-WidgetSettings.png|420px]]
''Widget settings of a queue column''

==== Statistics ====

The Statistics page contains detailed charts for one queue. The switch in the top right corner changes between '''Queues''' (call figures) and '''Team''' (figures per agent).

The toolbar offers the following controls:

{| class="wikitable"
|-
! Control !! Description
|-
| '''Queue selector''' || Choose the queue to analyze.
|-
| '''Date range''' || The period (from and to date) the charts are calculated for.
|-
| '''Auto-reload''' || No reload, every 5 minutes or every 15 minutes.
|-
| '''Comparison mode''' || Shows a second date range as baseline. The selected period is compared with it, and the chart tooltips show the value compared to the baseline.
|-
| '''Reload button''' || Reloads the data immediately.
|-
| '''PDF''' || Downloads the currently shown statistics as a PDF document.
|}

==== Queue statistics ====

* '''Key figures''' - Total, Accepted, Forwarded and Abandoned calls, plus the number of calls by wait time: 0-10 s, 11-20 s, 21-30 s and over 30 s.
* '''Availability''' - a pie chart showing how the calls were distributed: abandoned, forwarded and accepted, split by wait time.
* '''Call volume over the day (cumulated)''' - calls per quarter of an hour, split into accepted, forwarded and abandoned.
* '''Call volume during the week (cumulated)''' and '''Percentage call volume during the week''' - absolute and relative volume per weekday.
* '''Wait time over the day (cumulated)''' - how many callers waited 0-10 s, 11-20 s, 21-30 s and longer, per time of day.
* '''Wait time over the week (average)''' - a heat map of the average wait time in seconds by weekday and hour. Dark red cells show your problem hours.
* '''Transferred calls over the day (cumulated)''' - the number of calls that were transferred.

[[Image:QueueBoard3-SupervisorApp-Statistics-1.png|560px]]
''Queue statistics - key figures and availability''

[[Image:QueueBoard3-SupervisorApp-Statistics-2.png|560px]]
''Call volume over the day (cumulated)''

[[Image:QueueBoard3-SupervisorApp-Statistics-3.png|560px]]
''Call volume during the week and wait time over the day''

[[Image:QueueBoard3-SupervisorApp-Statistics-4.png|560px]]
''Wait time heat map''

[[Image:QueueBoard3-SupervisorApp-Statistics-5.png|560px]]
''Transferred calls over the day''

[[Image:QueueBoard3-SupervisorApp-Statistics-6.png|560px]]
''Transferred calls over the day - chart detail''

==== Team statistics ====

* '''Accepted calls per agent''' - timeline of the calls each agent answered.
* '''Total talk time per agent''' and '''Average talk time per agent'''.
* '''Transferred calls per agent'''.
* '''Group logins per agent''' - when each agent was logged in to the queue's groups. Use the slider below the chart to zoom into a period.

If the administrator has enabled '''Anonymize agent data''' for the queue, agent names in the team statistics are replaced by random labels. The labels differ in every report, so single agents cannot be tracked across reports.

[[Image:QueueBoard3-SupervisorApp-TeamStatistics-1.png|560px]]
''Team statistics - accepted calls and talk time per agent''

[[Image:QueueBoard3-SupervisorApp-TeamStatistics-2.png|560px]]
''Team statistics - talk time and transferred calls''

[[Image:QueueBoard3-SupervisorApp-TeamStatistics-3.png|560px]]
''Team statistics - transferred calls and group logins''

[[Image:QueueBoard3-SupervisorApp-TeamStatistics-4.png|560px]]
''Team statistics - group logins per agent with period slider''

==== Export ====

The Export page creates a data file for further processing in spreadsheets or other tools. Select what you want to export and press '''Export''':

{| class="wikitable"
|-
! Field !! Description
|-
| '''Type''' || '''Calls''' (every call with its details) or '''Logins''' (the login times of your agents).
|-
| '''Queue''' || A single queue or all queues.
|-
| '''Agent''' || A single agent or all agents (only available when a queue is chosen).
|-
| '''From / To''' || The period to export.
|}

[[Image:QueueBoard3-SupervisorApp-Export.png|560px]]
''Export page''

==== Mail reports ====

Mail reports send queue statistics automatically by e-mail on a schedule. Supervisors and administrators can manage reports. See the Admin App chapter for a description of all fields.

* '''Create report''' adds a new report. '''Edit''' opens it and '''Delete''' removes it.
* Every report card shows its interval, weekday, delivery time and the number of recipients.

[[Image:QueueBoard3-SupervisorApp-Reports.png|560px]]
''Mail reports overview''

[[Image:QueueBoard3-SupervisorApp-ReportEditor.png|440px]]
''Mail report editor''

=== Dashboard App ===
[[Image:QueueBoard-dashboardAppIcon2.png]]

The Dashboard App is made for wall monitors and shared screens. It shows the most important figures of one queue in large tiles that can be read from across the room.

* Select the queue with the selector next to the queue name at the top.
* '''Caller statistics:''' wait time, number of waiting calls and abandoned calls.
* '''Team status:''' ready agents (out of logged-in agents), agents on a call and agents in wrap-up.
* Tiles turn '''orange''' (warning) or '''red''' (alarm) when the thresholds defined for the queue are reached - so a problem is visible immediately.
* The dashboard updates live and needs no interaction.

[[Image:QueueBoard3-DashboardApp.png|560px]]
''Dashboard App''

==Multi-PBX ready==
QueueBoard can be used in master / slave scenarios. Enter the name of the PBX that QueueBoard has to work with in the PBX page of the Admin App (see Configuration).

==Licensing==


* With Queue Board 2.0, the licensing changed to [https://www.innovaphone.com/en/services/licenses/partner-apps.html?app=queueboard&type=license#queueboard this licensing model].
* [[#Grant_access_to_APIs|See the description]] of where to add the queue licenses.
* The users must be assigned the user, supervisor or dashboard app license.
* See Configuration > Grant access to APIs for where to configure the service (waiting queue) license.

QueueBoard uses the innovaphone licensing of your PBX. Licenses are assigned per queue: the available licenses are assigned to your queues in the order the queues were created. A queue without a license shows a '''No license''' notice instead of its content.

Until a license is installed, the app runs as a trial version. A notice at the bottom of the screen shows that the unlicensed trial version is in use, or until when the app is free to use.

Please contact MediaRunway or your reseller for details on licenses.

==Prerequisites==





* An innovaphone PBX and Application Platform
* Valid licenses
* One or more innovaphone Waiting Queues on the PBX that QueueBoard should monitor
* A mail account (SMTP) if you want to use mail reports (optional)
* A modern web browser or the innovaphone myApps client

For this app, you need '''no extra Windows server''' or client software, only the myApps platform and the myApps client (installed or opened in a browser).

A waiting queue must be configured in the PBX, together with a group and group members for that waiting queue. The group should only be used for this waiting queue: if the same group is used for another waiting queue, the user will dyn-in/dyn-out of more than one waiting queue. One waiting queue can have more than one group configured, for example to distinguish the users of the primary group from the other users. This is not specific to the Queue Board app, it is basic innovaphone admin knowledge.

==Versions==


'''Queue Board 3.0''' is built with the innovaphone SDK 15r1. Its versions start with 1510000 (current release: 1510002).

'''Queue Board 2.0''' starts with Queue Board version 133013 sr8. Queue Board 2.0 has '''multi queue''' functionality. '''With this version, the licensing changed to innovaphone licensing.'''
The service release number is lower than that of the last Queue Board 1.0 version, because the innovaphone SDK sr8 is used, so that older systems can also use Queue Board 2.0.

===Compatible innovaphone firmware versions===


* MediaRunway Queue Board 1.0 (132xxx sr18, 133xxx final)
** innovaphone V13r2, V13r3
* MediaRunway Queue Board 2.0 (133x1x sr8)
** innovaphone V13r3, V14r1
* MediaRunway Queue Board 3.0 (1510002)
** innovaphone V15r1

===Application versions used for interop testing===



* MediaRunway Queue Board 1.0 (132xxx sr18, 133xxx final)

** innovaphone IPVA V13r2sr18
** innovaphone IPVA V13r3final
* MediaRunway Queue Board 2.0 (133x1x sr8)
** innovaphone V13r3
* MediaRunway Queue Board 3.0 (1510002)
** innovaphone V15r1

==Configuration==









After installation, open the Admin App and configure QueueBoard in this order:

# '''PBX''' - in a master / slave scenario, enter the PBX name.
# '''Queues''' - add a queue for each Waiting Queue you want to monitor and adjust the queue settings (wrap-up, support reasons, SLA, alarms).
# '''Email''' - enter your mail server data and send a test e-mail (only needed for mail reports).
# '''Mail reports''' - create the reports you need.

Agents and supervisors need no further configuration - they open their app and select their queues.

=== Alert and pre-alert thresholds ===

==== Waiting calls ====
The pre-alert value should be smaller than the alert value, because the alert is a maximum value.

==== Ready team members ====
The pre-alert value should be greater than the alert value, because the alert is a minimum value.

The values that can be set for alert and pre-alert depend on the two switch settings in the "Ready agents" section of the queue editor in the Queue Board admin app ("Count only primary group" and "Count logged in, offline agents").

=== Grant access to APIs ===
[[Image:PBXobjApiAccess.png]]

Only set this on the Queue Board admin PBX app object, not on the Queue Board user, dashboard or supervisor PBX app objects!
* Shows the required API access rights of the Queue Board admin PBX app object in the advanced admin UI.
* In the input field "Licenses", enter the number of licensed waiting queues.
* The user, dashboard and supervisor PBX app objects have none of these checkmarks set and no license number in the input field. This is only done in the Queue Board admin PBX app object.

==Installation==








The steps of the installation process are the same as [[Howto:Callback_-_MediaRunway_-_Partner_App#Install_app_from_App_Store|described in this article]], only with different names. You have to install the app, add an app instance and add the app objects.

After installing the app, adding the app instance and the app objects for the users, supervisors and administrators, QueueBoard is ready to use.

'''Brief summary of the installation'''

# Install the app from the app store.
# Create an instance of the app. Values needed: Name (e.g. "queueboard", no blanks please) - Domain (your platform domain) - App Password (generate one, e.g. with 15 characters) - DB Password (generate one, e.g. with 15 characters) - other values will be filled up automatically.
# Add the app objects with the AP Manager app (when selecting the name, please do not use spaces): '''QueueBoard User''' for agents, '''QueueBoard Supervisor''' for supervisors, '''QueueBoard Dashboard''' for monitors and '''QueueBoard Admin''' for administrators.
# Assign the app objects to the users or groups who should see them.

==Known Issues==
- Do not activate the checkbox for SOAP in the monitored waiting queue PBX object, because then a connected call will not be shown as connected. Because of this, you cannot use the IQM in parallel with the Queue Board to correctly monitor the waiting queue in both applications.

- Concerning the sending of e-mails: if IPv6 is used in your network, e-mails may not be delivered. The SMTP client from the innovaphone SDK will be updated in an upcoming platform version to eliminate the problem.

==Contact==




{|
| MediaRunway GmbH & Co. KG
|-
| Venloer Str. 8
|-
| D-41569 Rommerskirchen
|-
| Tel: +49 2183 80628-0
|-
| Sales: [mailto:myApps-sales@mediarunway.com myApps-sales@mediarunway.com]
|-
| Support / Presales: [mailto:myApps-support@mediarunway.com myApps-support@mediarunway.com]
|-
| Website: [https://www.mediarunway.com/ MediaRunway.com]
|}

For any questions please refer to [https://mediarunway.com/contact/ our contact page].

Howto:Queueboard - MediaRunway - Partner App

2026-11-05T09:18:28Z

N.schmitz: Use new app icon files (…2.png)

[[Image:Mediarunway_company_logo_200.png||200px|right]]

==Product Name==



MediaRunway [https://mediarunway.com/myapps/ Queue Board]

==Certification Status==

{{Template:Compat_Status_referral_product_new|type=App}}

This App has been listed April 2023.

==Category==

[[Category:Partner_Apps|{{PAGENAME}}]]
{{Category:3rdParty Contact Center Applications}}
[[Category:3rdParty Contact Center Applications|{{PAGENAME}}]]

{{Category:3rdParty_Reporting_/_Monitoring}}
[[Category:3rdParty_Reporting_/_Monitoring|{{PAGENAME}}]]

==Vendor==



[[Image:Mediarunway_company_logo_150_2.png|150px]]




MediaRunway is an ITC enterprise that provides its customers with contemporary IT services in all areas - Your business, our solution.


[https://www.mediarunway.com/ MediaRunway - About us]

==Description==




[[Image:MediaRunway-queueboard2.png]]





QueueBoard is a myApps app suite for innovaphone that gives agents, supervisors and administrators a complete view of their call queues (innovaphone Waiting Queues). It turns the raw queue data of the PBX into live dashboards, a guided call-handling workflow and detailed statistics.

QueueBoard combines four apps in one product:

* '''User App''' - the agent workspace: see waiting and abandoned calls, accept calls, document them, handle wrap-up and call customers back.
* '''Supervisor App''' - the supervisor workspace: monitor several queues side by side, analyze statistics, export data and schedule e-mail reports.
* '''Dashboard App''' - a large-screen display for wall monitors showing the most important queue figures at a glance.
* '''Admin App''' - the administration area: create and configure queues, alarm thresholds, PBX connection, e-mail settings and report schedules.

Everything updates live - there is no need to refresh. The interface is available in English, German, French, Italian and Polish.


[https://mediarunway.com/myapps/ MediaRunway - About this application]





==Functions==




This chapter describes every function of the four apps. The screenshots show the apps running inside the innovaphone myApps client.

=== Admin App ===
[[Image:QueueBoard-adminAppIcon2.png]]

The Admin App is where QueueBoard is set up. The menu in the top right corner opens the pages '''Queues''', '''PBX''', '''Email''' and '''Mail reports'''.

==== Queues ====

QueueBoard works with queues. A QueueBoard queue is linked to one innovaphone Waiting Queue of the PBX and carries all QueueBoard-specific settings. The overview shows every queue as a card with its name and the linked PBX queue.

* '''Add''' creates a new queue.
* '''Edit''' opens the queue editor.
* '''Delete''' removes the queue from QueueBoard (the Waiting Queue on the PBX is not touched).
* A PBX Waiting Queue can only be linked to one QueueBoard queue.

[[Image:QueueBoard3-AdminApp-Queues.png|560px]]
''Queue overview''

==== Queue editor ====

Each setting has an info icon with a short explanation. The settings are grouped into sections:

'''General'''

{| class="wikitable"
|-
! Setting !! Description
|-
| '''Name''' || The name shown for this queue in all apps.
|-
| '''Target queue''' || The PBX Waiting Queue that is tracked by this queue.
|-
| '''Time zone''' || Used for statistics and for scheduled data deletion.
|}

'''Ready agents''' - defines who counts as ready:

{| class="wikitable"
|-
! Setting !! Description
|-
| '''Count only primary group''' || Only agents who are logged in to their primary group are counted.
|-
| '''Count logged in, offline agents''' || Agents who are logged in to the queue but whose presence is offline are counted as well.
|}

'''Wrap-up'''

{| class="wikitable"
|-
! Setting !! Description
|-
| '''Initial time (seconds)''' || How long an agent has to complete the wrap-up. When the time is over, the wrap-up closes automatically. '''0''' disables wrap-up, '''-1''' means no time limit.
|-
| '''Extend time (seconds)''' || If set, agents can extend their wrap-up by this amount with the '''Extend''' button.
|-
| '''Support reasons''' || The list of reasons agents can choose from when documenting a call. Add entries with '''+'''.
|}

'''SLA'''

{| class="wikitable"
|-
! Setting !! Description
|-
| '''SLA time''' || Target in seconds within which a call should be answered. Agents and supervisors see the percentage of calls answered within this time.
|-
| '''Reset SLA counter''' || The time of day at which the SLA counter starts again.
|}

'''Abandoned calls'''

{| class="wikitable"
|-
! Setting !! Description
|-
| '''Reset abandoned calls counter''' || When the counter of the Abandoned widget is reset: '''Count of 'Abandoned calls' widget''' (the counter equals the number of entries in the list), '''Hide''' (not shown), '''Every hour''' or a fixed time of day.
|-
| '''Delete list entries (after days)''' || Entries older than this are removed from the abandoned list. '''0''' hides the list, '''-1''' never deletes.
|}

'''Alarms / Warnings''' - every key figure has a “Warning at” (orange) and an “Alarm at” (red) value. When the value is reached, the tile changes color in the User, Supervisor and Dashboard app:

{| class="wikitable"
|-
! Key figure !! Triggers when
|-
| '''SLA below (%)''' || the SLA percentage drops below the value.
|-
| '''Number of waiting calls''' || the number of waiting calls exceeds the value.
|-
| '''Number of ready agents (below)''' || the number of ready agents drops below the value.
|-
| '''Wait time (seconds)''' || the current longest wait time exceeds the value.
|-
| '''Number of abandoned calls''' || the number of abandoned calls exceeds the value.
|-
| '''Number of agents on the phone''' || the number of agents on a call exceeds the value.
|-
| '''Number of agents in wrap-up''' || the number of agents in wrap-up exceeds the value.
|}

'''Statistics'''

{| class="wikitable"
|-
! Setting !! Description
|-
| '''Week start''' || The first day of the week in the supervisor statistics.
|-
| '''Delete statistics (after days)''' || When call and agent data is deleted. This also affects the abandoned calls counter.
|-
| '''Write agent data''' || Records statistics per agent. Also determines whether an agent can see which colleague a caller last spoke to.
|-
| '''Anonymize agent data''' || Replaces agent names in team statistics and exports by random labels.
|}

'''Advanced'''

{| class="wikitable"
|-
! Setting !! Description
|-
| '''Allow Supervisor presence change''' || Supervisors can change the presence of their agents.
|-
| '''Allow picking waiting calls''' || Agents can pick up a call directly from the waiting calls widget.
|-
| '''Callback request DTMF''' || If set, a caller who enters this DTMF code ends the call and is listed as an abandoned call - a simple way to offer a callback request.
|}

'''Supervisors'''

{| class="wikitable"
|-
! Setting !! Description
|-
| '''Enable whitelist''' || When enabled, only the supervisors you assign can access this queue in the Supervisor App.
|}

[[Image:QueueBoard3-AdminApp-QueueEditor-1.png|560px]]
''Queue editor - general, ready agents, wrap-up and SLA''

[[Image:QueueBoard3-AdminApp-QueueEditor-2.png|560px]]
''Queue editor - abandoned calls and alarms / warnings''

[[Image:QueueBoard3-AdminApp-QueueEditor-3.png|560px]]
''Queue editor - statistics, advanced and supervisors''

==== PBX ====

In a master / slave scenario with several PBXes, enter the name of the PBX that QueueBoard has to work with. Press '''Save''' to apply.

[[Image:QueueBoard3-AdminApp-PBX.png|520px]]
''PBX settings''

==== Email ====

Mail reports need a mail account to send from. Enter the data of your mail server and press '''Save''':

{| class="wikitable"
|-
! Field !! Description
|-
| '''Server''' || Address and port of your SMTP server.
|-
| '''Host''' || Host name.
|-
| '''Username / Password''' || Login of the mail account. The password is hidden; use the eye icon to show it.
|-
| '''Email address''' || The sender address of the reports.
|-
| '''Display name''' || The sender name recipients see.
|-
| '''Signature''' || Text added at the end of every report e-mail.
|}

Use the '''Test''' card to check your settings: enter a recipient and press '''Send test email'''.

[[Image:QueueBoard3-AdminApp-Email.png|520px]]
''Email settings and test''

==== Mail reports ====

Create and manage automatic e-mail reports for every queue. A report card shows the report name, its queue, interval, weekday, delivery time and number of recipients.

{| class="wikitable"
|-
! Field !! Description
|-
| '''Name''' || Name of the report.
|-
| '''Queue''' || The queue the report is about.
|-
| '''Interval''' || '''Daily (today)''', '''Daily (yesterday)''', '''Daily (24h)''', '''Weekly''', '''Weekly (24/7)''' or '''Monthly'''.
|-
| '''Weekday''' || The day on which weekly reports are sent.
|-
| '''Delivery time''' || The time of day the e-mail is sent.
|-
| '''From / To''' || The time-of-day window the report covers.
|-
| '''Recipients''' || One or more e-mail addresses that receive the report.
|}

[[Image:QueueBoard3-AdminApp-Reports.png|560px]]
''Mail reports overview''

[[Image:QueueBoard3-AdminApp-ReportEditor.png|440px]]
''Mail report editor''

=== User App ===
[[Image:QueueBoard-userAppIcon2.png]]

The User App is the daily workspace for call-center agents. It is split into a sidebar on the left (your status and your queues) and a content area on the right (the live widgets of the selected queue).

==== Overview of the workspace ====

* Select a queue in the sidebar to open its live widgets in the content area.
* The widgets show caller statistics, team status, waiting calls, abandoned calls and the team.
* Everything updates in real time; wait times count up every second.
* Widgets can be arranged, resized, hidden or opened in their own window (popout).

[[Image:QueueBoard3-UserApp-Overview.png|560px]]
''User App - sidebar with queues and the live widgets of the selected queue''

==== Sidebar: your status, search and queues ====

* '''Profile and presence''' - shows your name, picture and current presence (Available, On the phone, Wrap-up, …). The presence color follows your PBX status. Click on your status to open a dialog where you can change your own presence and your status text.
* '''Log out button''' - next to your profile, logs you out of all queues at once. The same button logs you in to all queues again (your previous group selection is restored).
* '''Search''' - search for users and callers. Press '''Ctrl + K''' (⌘ + K on Mac) to jump straight into the search field.
* '''Queue list''' - every queue you are a member of is listed with its name and the number of waiting calls and ready agents.
* '''Log in / log out per queue''' - the arrow button next to each queue logs you in or out of that queue.

==== Selecting groups ====

A queue can have several agent groups: a primary group and one or more additional groups, for example to distinguish the users of the primary group from the other users. Choose the '''Groups''' button of a queue to open the group selector. Switch the groups you want to be logged in to and confirm with '''Save'''.

* '''Primary group''' - your main group in this queue.
* '''Other / secondary groups''' - additional groups you can join or leave as needed.
* The login indicator of the queue shows whether you are logged in to the primary group, only to other groups, or logged out - and whether your phone is currently active.

[[Image:QueueBoard3-UserApp-GroupSelector.png|520px]]
''Group selector''

==== Caller statistics and team status ====

The two rows of tiles at the top of the content area give you the current situation of the queue:

{| class="wikitable"
|-
! Tile !! Meaning
|-
| '''Wait time''' || The wait time of the longest-waiting caller right now.
|-
| '''SLA''' || Percentage of calls answered within the configured SLA time (for example 30 s). The SLA time is shown in the tile title.
|-
| '''Waiting''' || Number of callers currently waiting in the queue.
|-
| '''Abandoned''' || Number of callers who hung up before being answered. The second number shows the calls that went to overflow and were forwarded.
|-
| '''Ready''' || Agents who are ready to take a call, compared to the number of agents logged in. Hover the info icon to see which colors count as ready.
|-
| '''On a call''' || Agents currently on a call in this queue. The second number shows agents on a call for another queue or a private call.
|-
| '''Wrap-up''' || Agents who are currently documenting a finished call.
|}

'''Warning and alarm colors:''' When a value reaches its warning or alarm threshold (defined by the administrator), the tile changes color: orange for a warning, red for an alarm. In addition, a notification is shown in the app as soon as a tile reaches the warning or alarm range.

==== Waiting calls ====

* Lists all callers currently waiting, with name or phone number and a live wait-time counter.
* The colored bar on the left shows the type of caller: gray for a regular call, orange for a VIP caller and red for an emergency call (see Colored bars).
* Wait-time badges change color the longer the caller waits.
* If the administrator has enabled it, you can '''pick up''' a waiting call directly from the list.
* Use the filter button to sort by wait time (longest first or shortest first).

[[Image:QueueBoard3-UserApp-WaitingCalls-Sort.png|360px]]
''Waiting calls - sorting''

==== Abandoned calls ====

The Abandoned list shows callers who hung up before an agent answered, so that no customer is forgotten.

* Each entry shows the caller, how many times the caller has abandoned and how many callback attempts have already been made.
* While a colleague is calling a customer back, the entry shows '''Callback by <name>''' so that nobody calls twice.
* Use the '''phone button''' to call the customer back directly.
* Use the '''note button''' to open the caller history (see below).
* '''Calling back does not remove the entry.''' An abandoned call stays in the list after you have called the customer back. It is removed automatically as soon as the customer calls again and is connected to an agent. You can also close it manually with '''Close open callback''' in the caller history.
* Old entries are removed automatically after the number of days defined by the administrator.
* Sort by last update, creation time or number of abandoned calls - ascending or descending.

[[Image:QueueBoard3-UserApp-AbandonedCalls-Sort.png|360px]]
''Abandoned calls - sorting''

==== Team ====

* Shows all agents of the queue with picture, name, presence and - while on a call - the number they are talking to.
* Wrap-up and ringing states are shown as badges.
* Call a colleague directly with the phone button.
* Sort by status or name, and hide inactive agents with the '''Inactive''' filter.

[[Image:QueueBoard3-UserApp-Team-Filter.png|360px]]
''Team - sorting and filter''

==== Colored bars ====

The colored bar at the left edge of an entry has a meaning. Hover the bar to see a short description.

{| class="wikitable"
|-
! Where !! Color !! Meaning
|-
| rowspan="3" | '''Queue list''' (sidebar) and '''Team''' list || green || Logged in to the primary group of the queue.
|-
| orange || Logged in only to other groups of the queue. If the queue has no primary group, a login to another group is shown as green.
|-
| gray || Logged out of the queue.
|-
| rowspan="3" | '''Waiting calls''' and '''Abandoned calls''' || gray || Regular call.
|-
| orange || VIP caller.
|-
| red || Emergency call.
|}

An entry in the queue list or in the team list is shown dimmed if the agent is not active, for example because the phone is not active.

==== Layout settings ====

Open '''Layout''' in the top right corner to adapt the workspace to your screen and your way of working:

{| class="wikitable"
|-
! Setting !! Description
|-
| '''View''' || Arrange the widgets as a '''Grid''', as a '''List''' (below each other) or as a '''Horizontal list''' (side by side).
|-
| '''Widget height''' || Small, Medium, Large or Custom - a slider lets you choose a free height.
|-
| '''Widgets''' || Show or hide Caller statistics, Team status, Calls, Abandoned and Team.
|-
| '''Hide widget after popout''' || When enabled, a widget that you open in its own window disappears from the workspace.
|}

Each list widget has a '''popout button''' that opens it in a separate window - ideal for a second monitor. Widgets can also be re-ordered by drag and drop.

[[Image:QueueBoard3-UserApp-Layout.png|560px]]
''Layout settings''

==== Incoming calls ====

When a call from the queue is offered to you, a call popup appears at the bottom of the sidebar - even if the app is in the background of the page. The popup shows:

* The caller's name or number and the queue the call comes from.
* A hint about the caller's history: '''New customer''', the number of '''missed calls''', or '''who the caller last talked to and when'''.
* A running timer.

Press '''Accept''' to take the call, or the red button to decline.

[[Image:QueueBoard3-UserApp-IncomingCall.png|560px]]
''Incoming call popup''

==== Current call: documentation and call information ====

As soon as you accept a call, the content area switches to the '''Current call''' view. A tab at the top shows the running call with its timer next to the queue tab, so you can switch back to the queue at any time without losing the call.

* '''Support reason''' - select the reason for the call from the list defined by the administrator.
* '''Documentation''' - write down what the call was about. Your text is saved automatically when you end the call or complete the wrap-up.
* '''Call information''' - caller name and phone number with a copy button for each.
* '''Progress''' - a live timeline of the call: waiting in the queue, alerting, connected and wrap-up, each with its duration.
* '''Call history''' - earlier notes, accepted calls and abandoned calls of this caller (see below).

[[Image:QueueBoard3-UserApp-CurrentCall.png|560px]]
''Current call - documentation and call information''

[[Image:QueueBoard3-UserApp-CurrentCall-FilledOut.png|560px]]
''Current call - support reason and documentation filled out''

==== Wrap-up ====

After the call ends, you stay in '''wrap-up''' so you can finish your documentation without being offered the next call. The wrap-up box at the bottom of the sidebar shows a countdown.

* '''Extend''' - adds more wrap-up time (the amount is configured per queue).
* '''Stop''' - completes the wrap-up immediately, saves your documentation and sets you ready again.
* When the time is over, the wrap-up closes automatically and your documentation is saved.
* Your presence shows '''Wrap-up''' during this time, and colleagues and supervisors see it in the team status.

[[Image:QueueBoard3-UserApp-Wrapup.png|560px]]
''Wrap-up with documentation and the Extend / Stop buttons''

==== Caller history and notes ====

Open the caller history from an abandoned call, the current call or the search. It collects everything that is known about the caller on three tabs:

{| class="wikitable"
|-
! Tab !! Content
|-
| '''Notes''' || Wrap-up documentation (with support reason), manual notes and callback notes written by all agents - with author, time and picture.
|-
| '''Accepted''' || Calls that were answered, with duration and the agent who handled them.
|-
| '''Abandoned''' || Calls the caller abandoned. A warning icon marks abandoned calls that are still open.
|}

The '''Week''', '''Month''' and '''All''' switches limit the list to a time range and show how many entries each range contains. At the bottom you can:

* '''Call back''' - call the customer immediately.
* '''Close open callback''' - mark all open abandoned calls of this caller as done, optionally with a comment.
* '''Add note''' - write a note for the caller (Ctrl + Enter saves).
* Delete a manual note with the trash icon.

[[Image:QueueBoard3-UserApp-CallerHistory-Notes.png|560px]]
''Caller history - notes''

[[Image:QueueBoard3-UserApp-CallerHistory-Accepted.png|560px]]
''Caller history - accepted calls''

[[Image:QueueBoard3-UserApp-CallerHistory-Abandoned.png|560px]]
''Caller history - abandoned calls''

=== Supervisor App ===
[[Image:QueueBoard-supervisorAppIcon2.png]]

The Supervisor App is used to monitor several queues at the same time and to analyze what happened. The menu in the top right corner switches between four pages: '''Queues''', '''Statistics''', '''Export''' and '''Mail reports'''.

==== Queues ====

The Queues page shows one column per monitored queue, side by side. You decide which queues are shown and in which order.

* '''Add a queue''' with the dashed placeholder at the right edge; '''remove''' it with the red X in the column header.
* '''Re-order''' columns by dragging the handle in the column header.
* Each column shows the same live information as the agents' workspace: caller statistics, team status, a statistics table and lists.
* The '''statistics table''' shows Sum, Max and Average of wait time, waiting calls and abandoned calls for a selectable period: This hour, Last 60 minutes, Last 24 hours, 24-48 hours ago, Today, Yesterday, This week, Last week, Last 4 weeks, This month, Last month, Last 30 days, 30-60 days ago, This year, Last year or All time.
* The '''lists''' switch between Calls, Abandoned and Team. In the team list a supervisor can call an agent directly. The login / logout button of an agent opens the group selection, so the supervisor can log the agent in or out of the groups of the queue. If '''Allow Supervisor presence change''' is enabled for the queue, the supervisor can also change the presence of the agent there.

[[Image:QueueBoard3-SupervisorApp-Queues.png|560px]]
''Supervisor - queues side by side (Calls and Abandoned lists)''

[[Image:QueueBoard3-SupervisorApp-Queues-Team.png|560px]]
''Supervisor - the Team list of a queue''

==== Widget settings per queue ====

The settings button in each column header lets you decide which of the three sections the column displays: '''Statistics''', '''Statistics table''' and '''Lists'''. Hide what you do not need to fit more queues on the screen.

[[Image:QueueBoard3-SupervisorApp-WidgetSettings.png|420px]]
''Widget settings of a queue column''

==== Statistics ====

The Statistics page contains detailed charts for one queue. The switch in the top right corner changes between '''Queues''' (call figures) and '''Team''' (figures per agent).

The toolbar offers the following controls:

{| class="wikitable"
|-
! Control !! Description
|-
| '''Queue selector''' || Choose the queue to analyze.
|-
| '''Date range''' || The period (from and to date) the charts are calculated for.
|-
| '''Auto-reload''' || No reload, every 5 minutes or every 15 minutes.
|-
| '''Comparison mode''' || Shows a second date range as baseline. The selected period is compared with it, and the chart tooltips show the value compared to the baseline.
|-
| '''Reload button''' || Reloads the data immediately.
|-
| '''PDF''' || Downloads the currently shown statistics as a PDF document.
|}

==== Queue statistics ====

* '''Key figures''' - Total, Accepted, Forwarded and Abandoned calls, plus the number of calls by wait time: 0-10 s, 11-20 s, 21-30 s and over 30 s.
* '''Availability''' - a pie chart showing how the calls were distributed: abandoned, forwarded and accepted, split by wait time.
* '''Call volume over the day (cumulated)''' - calls per quarter of an hour, split into accepted, forwarded and abandoned.
* '''Call volume during the week (cumulated)''' and '''Percentage call volume during the week''' - absolute and relative volume per weekday.
* '''Wait time over the day (cumulated)''' - how many callers waited 0-10 s, 11-20 s, 21-30 s and longer, per time of day.
* '''Wait time over the week (average)''' - a heat map of the average wait time in seconds by weekday and hour. Dark red cells show your problem hours.
* '''Transferred calls over the day (cumulated)''' - the number of calls that were transferred.

[[Image:QueueBoard3-SupervisorApp-Statistics-1.png|560px]]
''Queue statistics - key figures and availability''

[[Image:QueueBoard3-SupervisorApp-Statistics-2.png|560px]]
''Call volume over the day (cumulated)''

[[Image:QueueBoard3-SupervisorApp-Statistics-3.png|560px]]
''Call volume during the week and wait time over the day''

[[Image:QueueBoard3-SupervisorApp-Statistics-4.png|560px]]
''Wait time heat map''

[[Image:QueueBoard3-SupervisorApp-Statistics-5.png|560px]]
''Transferred calls over the day''

[[Image:QueueBoard3-SupervisorApp-Statistics-6.png|560px]]
''Transferred calls over the day - chart detail''

==== Team statistics ====

* '''Accepted calls per agent''' - timeline of the calls each agent answered.
* '''Total talk time per agent''' and '''Average talk time per agent'''.
* '''Transferred calls per agent'''.
* '''Group logins per agent''' - when each agent was logged in to the queue's groups. Use the slider below the chart to zoom into a period.

If the administrator has enabled '''Anonymize agent data''' for the queue, agent names in the team statistics are replaced by random labels. The labels differ in every report, so single agents cannot be tracked across reports.

[[Image:QueueBoard3-SupervisorApp-TeamStatistics-1.png|560px]]
''Team statistics - accepted calls and talk time per agent''

[[Image:QueueBoard3-SupervisorApp-TeamStatistics-2.png|560px]]
''Team statistics - talk time and transferred calls''

[[Image:QueueBoard3-SupervisorApp-TeamStatistics-3.png|560px]]
''Team statistics - transferred calls and group logins''

[[Image:QueueBoard3-SupervisorApp-TeamStatistics-4.png|560px]]
''Team statistics - group logins per agent with period slider''

==== Export ====

The Export page creates a data file for further processing in spreadsheets or other tools. Select what you want to export and press '''Export''':

{| class="wikitable"
|-
! Field !! Description
|-
| '''Type''' || '''Calls''' (every call with its details) or '''Logins''' (the login times of your agents).
|-
| '''Queue''' || A single queue or all queues.
|-
| '''Agent''' || A single agent or all agents (only available when a queue is chosen).
|-
| '''From / To''' || The period to export.
|}

[[Image:QueueBoard3-SupervisorApp-Export.png|560px]]
''Export page''

==== Mail reports ====

Mail reports send queue statistics automatically by e-mail on a schedule. Supervisors and administrators can manage reports. See the Admin App chapter for a description of all fields.

* '''Create report''' adds a new report. '''Edit''' opens it and '''Delete''' removes it.
* Every report card shows its interval, weekday, delivery time and the number of recipients.

[[Image:QueueBoard3-SupervisorApp-Reports.png|560px]]
''Mail reports overview''

[[Image:QueueBoard3-SupervisorApp-ReportEditor.png|440px]]
''Mail report editor''

=== Dashboard App ===
[[Image:QueueBoard-dashboardAppIcon2.png]]

The Dashboard App is made for wall monitors and shared screens. It shows the most important figures of one queue in large tiles that can be read from across the room.

* Select the queue with the selector next to the queue name at the top.
* '''Caller statistics:''' wait time, number of waiting calls and abandoned calls.
* '''Team status:''' ready agents (out of logged-in agents), agents on a call and agents in wrap-up.
* Tiles turn '''orange''' (warning) or '''red''' (alarm) when the thresholds defined for the queue are reached - so a problem is visible immediately.
* The dashboard updates live and needs no interaction.

[[Image:QueueBoard3-DashboardApp.png|560px]]
''Dashboard App''

==Multi-PBX ready==
QueueBoard can be used in master / slave scenarios. Enter the name of the PBX that QueueBoard has to work with in the PBX page of the Admin App (see Configuration).

==Licensing==


* With Queue Board 2.0, the licensing changed to [https://www.innovaphone.com/en/services/licenses/partner-apps.html?app=queueboard&type=license#queueboard this licensing model].
* [[#Grant_access_to_APIs|See the description]] of where to add the queue licenses.
* The users must be assigned the user, supervisor or dashboard app license.
* See Configuration > Grant access to APIs for where to configure the service (waiting queue) license.

QueueBoard uses the innovaphone licensing of your PBX. Licenses are assigned per queue: the available licenses are assigned to your queues in the order the queues were created. A queue without a license shows a '''No license''' notice instead of its content.

Until a license is installed, the app runs as a trial version. A notice at the bottom of the screen shows that the unlicensed trial version is in use, or until when the app is free to use.

Please contact MediaRunway or your reseller for details on licenses.

==Prerequisites==





* An innovaphone PBX and Application Platform
* Valid licenses
* One or more innovaphone Waiting Queues on the PBX that QueueBoard should monitor
* A mail account (SMTP) if you want to use mail reports (optional)
* A modern web browser or the innovaphone myApps client

For this app, you need '''no extra Windows server''' or client software, only the myApps platform and the myApps client (installed or opened in a browser).

A waiting queue must be configured in the PBX, together with a group and group members for that waiting queue. The group should only be used for this waiting queue: if the same group is used for another waiting queue, the user will dyn-in/dyn-out of more than one waiting queue. One waiting queue can have more than one group configured, for example to distinguish the users of the primary group from the other users. This is not specific to the Queue Board app, it is basic innovaphone admin knowledge.

==Versions==


'''Queue Board 3.0''' is built with the innovaphone SDK 15r1. Its versions start with 1510000 (current release: 1510002).

'''Queue Board 2.0''' starts with Queue Board version 133013 sr8. Queue Board 2.0 has '''multi queue''' functionality. '''With this version, the licensing changed to innovaphone licensing.'''
The service release number is lower than that of the last Queue Board 1.0 version, because the innovaphone SDK sr8 is used, so that older systems can also use Queue Board 2.0.

===Compatible innovaphone firmware versions===


* MediaRunway Queue Board 1.0 (132xxx sr18, 133xxx final)
** innovaphone V13r2, V13r3
* MediaRunway Queue Board 2.0 (133x1x sr8)
** innovaphone V13r3, V14r1
* MediaRunway Queue Board 3.0 (1510002)
** innovaphone V15r1

===Application versions used for interop testing===



* MediaRunway Queue Board 1.0 (132xxx sr18, 133xxx final)

** innovaphone IPVA V13r2sr18
** innovaphone IPVA V13r3final
* MediaRunway Queue Board 2.0 (133x1x sr8)
** innovaphone V13r3
* MediaRunway Queue Board 3.0 (1510002)
** innovaphone V15r1

==Configuration==









After installation, open the Admin App and configure QueueBoard in this order:

# '''PBX''' - in a master / slave scenario, enter the PBX name.
# '''Queues''' - add a queue for each Waiting Queue you want to monitor and adjust the queue settings (wrap-up, support reasons, SLA, alarms).
# '''Email''' - enter your mail server data and send a test e-mail (only needed for mail reports).
# '''Mail reports''' - create the reports you need.

Agents and supervisors need no further configuration - they open their app and select their queues.

=== Alert and pre-alert thresholds ===

==== Waiting calls ====
The pre-alert value should be smaller than the alert value, because the alert is a maximum value.

==== Ready team members ====
The pre-alert value should be greater than the alert value, because the alert is a minimum value.

The values that can be set for alert and pre-alert depend on the two switch settings in the "Ready agents" section of the queue editor in the Queue Board admin app ("Count only primary group" and "Count logged in, offline agents").

=== Grant access to APIs ===
[[Image:PBXobjApiAccess.png]]

Only set this on the Queue Board admin PBX app object, not on the Queue Board user, dashboard or supervisor PBX app objects!
* Shows the required API access rights of the Queue Board admin PBX app object in the advanced admin UI.
* In the input field "Licenses", enter the number of licensed waiting queues.
* The user, dashboard and supervisor PBX app objects have none of these checkmarks set and no license number in the input field. This is only done in the Queue Board admin PBX app object.

==Installation==








The steps of the installation process are the same as [[Howto:Callback_-_MediaRunway_-_Partner_App#Install_app_from_App_Store|described in this article]], only with different names. You have to install the app, add an app instance and add the app objects.

After installing the app, adding the app instance and the app objects for the users, supervisors and administrators, QueueBoard is ready to use.

'''Brief summary of the installation'''

# Install the app from the app store.
# Create an instance of the app. Values needed: Name (e.g. "queueboard", no blanks please) - Domain (your platform domain) - App Password (generate one, e.g. with 15 characters) - DB Password (generate one, e.g. with 15 characters) - other values will be filled up automatically.
# Add the app objects with the AP Manager app (when selecting the name, please do not use spaces): '''QueueBoard User''' for agents, '''QueueBoard Supervisor''' for supervisors, '''QueueBoard Dashboard''' for monitors and '''QueueBoard Admin''' for administrators.
# Assign the app objects to the users or groups who should see them.

==Known Issues==
- Do not activate the checkbox for SOAP in the monitored waiting queue PBX object, because then a connected call will not be shown as connected. Because of this, you cannot use the IQM in parallel with the Queue Board to correctly monitor the waiting queue in both applications.

- Concerning the sending of e-mails: if IPv6 is used in your network, e-mails may not be delivered. The SMTP client from the innovaphone SDK will be updated in an upcoming platform version to eliminate the problem.

==Contact==




{|
| MediaRunway GmbH & Co. KG
|-
| Venloer Str. 8
|-
| D-41569 Rommerskirchen
|-
| Tel: +49 2183 80628-0
|-
| Sales: [mailto:myApps-sales@mediarunway.com myApps-sales@mediarunway.com]
|-
| Support / Presales: [mailto:myApps-support@mediarunway.com myApps-support@mediarunway.com]
|-
| Website: [https://www.mediarunway.com/ MediaRunway.com]
|}

For any questions please refer to [https://mediarunway.com/contact/ our contact page].

Howto:Queueboard - MediaRunway - Partner App

2026-11-05T09:14:24Z

N.schmitz: Add presence change via status, colored bar explanation and alert notifications; correct abandoned tile (forwarded calls) and group wording

[[Image:Mediarunway_company_logo_200.png||200px|right]]

==Product Name==



MediaRunway [https://mediarunway.com/myapps/ Queue Board]

==Certification Status==

{{Template:Compat_Status_referral_product_new|type=App}}

This App has been listed April 2023.

==Category==

[[Category:Partner_Apps|{{PAGENAME}}]]
{{Category:3rdParty Contact Center Applications}}
[[Category:3rdParty Contact Center Applications|{{PAGENAME}}]]

{{Category:3rdParty_Reporting_/_Monitoring}}
[[Category:3rdParty_Reporting_/_Monitoring|{{PAGENAME}}]]

==Vendor==



[[Image:Mediarunway_company_logo_150_2.png|150px]]




MediaRunway is an ITC enterprise that provides its customers with contemporary IT services in all areas - Your business, our solution.


[https://www.mediarunway.com/ MediaRunway - About us]

==Description==




[[Image:MediaRunway-queueboard.png]]





QueueBoard is a myApps app suite for innovaphone that gives agents, supervisors and administrators a complete view of their call queues (innovaphone Waiting Queues). It turns the raw queue data of the PBX into live dashboards, a guided call-handling workflow and detailed statistics.

QueueBoard combines four apps in one product:

* '''User App''' - the agent workspace: see waiting and abandoned calls, accept calls, document them, handle wrap-up and call customers back.
* '''Supervisor App''' - the supervisor workspace: monitor several queues side by side, analyze statistics, export data and schedule e-mail reports.
* '''Dashboard App''' - a large-screen display for wall monitors showing the most important queue figures at a glance.
* '''Admin App''' - the administration area: create and configure queues, alarm thresholds, PBX connection, e-mail settings and report schedules.

Everything updates live - there is no need to refresh. The interface is available in English, German, French, Italian and Polish.


[https://mediarunway.com/myapps/ MediaRunway - About this application]





==Functions==




This chapter describes every function of the four apps. The screenshots show the apps running inside the innovaphone myApps client.

=== Admin App ===
[[Image:QueueBoard-adminAppIcon.png]]

The Admin App is where QueueBoard is set up. The menu in the top right corner opens the pages '''Queues''', '''PBX''', '''Email''' and '''Mail reports'''.

==== Queues ====

QueueBoard works with queues. A QueueBoard queue is linked to one innovaphone Waiting Queue of the PBX and carries all QueueBoard-specific settings. The overview shows every queue as a card with its name and the linked PBX queue.

* '''Add''' creates a new queue.
* '''Edit''' opens the queue editor.
* '''Delete''' removes the queue from QueueBoard (the Waiting Queue on the PBX is not touched).
* A PBX Waiting Queue can only be linked to one QueueBoard queue.

[[Image:QueueBoard3-AdminApp-Queues.png|560px]]
''Queue overview''

==== Queue editor ====

Each setting has an info icon with a short explanation. The settings are grouped into sections:

'''General'''

{| class="wikitable"
|-
! Setting !! Description
|-
| '''Name''' || The name shown for this queue in all apps.
|-
| '''Target queue''' || The PBX Waiting Queue that is tracked by this queue.
|-
| '''Time zone''' || Used for statistics and for scheduled data deletion.
|}

'''Ready agents''' - defines who counts as ready:

{| class="wikitable"
|-
! Setting !! Description
|-
| '''Count only primary group''' || Only agents who are logged in to their primary group are counted.
|-
| '''Count logged in, offline agents''' || Agents who are logged in to the queue but whose presence is offline are counted as well.
|}

'''Wrap-up'''

{| class="wikitable"
|-
! Setting !! Description
|-
| '''Initial time (seconds)''' || How long an agent has to complete the wrap-up. When the time is over, the wrap-up closes automatically. '''0''' disables wrap-up, '''-1''' means no time limit.
|-
| '''Extend time (seconds)''' || If set, agents can extend their wrap-up by this amount with the '''Extend''' button.
|-
| '''Support reasons''' || The list of reasons agents can choose from when documenting a call. Add entries with '''+'''.
|}

'''SLA'''

{| class="wikitable"
|-
! Setting !! Description
|-
| '''SLA time''' || Target in seconds within which a call should be answered. Agents and supervisors see the percentage of calls answered within this time.
|-
| '''Reset SLA counter''' || The time of day at which the SLA counter starts again.
|}

'''Abandoned calls'''

{| class="wikitable"
|-
! Setting !! Description
|-
| '''Reset abandoned calls counter''' || When the counter of the Abandoned widget is reset: '''Count of 'Abandoned calls' widget''' (the counter equals the number of entries in the list), '''Hide''' (not shown), '''Every hour''' or a fixed time of day.
|-
| '''Delete list entries (after days)''' || Entries older than this are removed from the abandoned list. '''0''' hides the list, '''-1''' never deletes.
|}

'''Alarms / Warnings''' - every key figure has a “Warning at” (orange) and an “Alarm at” (red) value. When the value is reached, the tile changes color in the User, Supervisor and Dashboard app:

{| class="wikitable"
|-
! Key figure !! Triggers when
|-
| '''SLA below (%)''' || the SLA percentage drops below the value.
|-
| '''Number of waiting calls''' || the number of waiting calls exceeds the value.
|-
| '''Number of ready agents (below)''' || the number of ready agents drops below the value.
|-
| '''Wait time (seconds)''' || the current longest wait time exceeds the value.
|-
| '''Number of abandoned calls''' || the number of abandoned calls exceeds the value.
|-
| '''Number of agents on the phone''' || the number of agents on a call exceeds the value.
|-
| '''Number of agents in wrap-up''' || the number of agents in wrap-up exceeds the value.
|}

'''Statistics'''

{| class="wikitable"
|-
! Setting !! Description
|-
| '''Week start''' || The first day of the week in the supervisor statistics.
|-
| '''Delete statistics (after days)''' || When call and agent data is deleted. This also affects the abandoned calls counter.
|-
| '''Write agent data''' || Records statistics per agent. Also determines whether an agent can see which colleague a caller last spoke to.
|-
| '''Anonymize agent data''' || Replaces agent names in team statistics and exports by random labels.
|}

'''Advanced'''

{| class="wikitable"
|-
! Setting !! Description
|-
| '''Allow Supervisor presence change''' || Supervisors can change the presence of their agents.
|-
| '''Allow picking waiting calls''' || Agents can pick up a call directly from the waiting calls widget.
|-
| '''Callback request DTMF''' || If set, a caller who enters this DTMF code ends the call and is listed as an abandoned call - a simple way to offer a callback request.
|}

'''Supervisors'''

{| class="wikitable"
|-
! Setting !! Description
|-
| '''Enable whitelist''' || When enabled, only the supervisors you assign can access this queue in the Supervisor App.
|}

[[Image:QueueBoard3-AdminApp-QueueEditor-1.png|560px]]
''Queue editor - general, ready agents, wrap-up and SLA''

[[Image:QueueBoard3-AdminApp-QueueEditor-2.png|560px]]
''Queue editor - abandoned calls and alarms / warnings''

[[Image:QueueBoard3-AdminApp-QueueEditor-3.png|560px]]
''Queue editor - statistics, advanced and supervisors''

==== PBX ====

In a master / slave scenario with several PBXes, enter the name of the PBX that QueueBoard has to work with. Press '''Save''' to apply.

[[Image:QueueBoard3-AdminApp-PBX.png|520px]]
''PBX settings''

==== Email ====

Mail reports need a mail account to send from. Enter the data of your mail server and press '''Save''':

{| class="wikitable"
|-
! Field !! Description
|-
| '''Server''' || Address and port of your SMTP server.
|-
| '''Host''' || Host name.
|-
| '''Username / Password''' || Login of the mail account. The password is hidden; use the eye icon to show it.
|-
| '''Email address''' || The sender address of the reports.
|-
| '''Display name''' || The sender name recipients see.
|-
| '''Signature''' || Text added at the end of every report e-mail.
|}

Use the '''Test''' card to check your settings: enter a recipient and press '''Send test email'''.

[[Image:QueueBoard3-AdminApp-Email.png|520px]]
''Email settings and test''

==== Mail reports ====

Create and manage automatic e-mail reports for every queue. A report card shows the report name, its queue, interval, weekday, delivery time and number of recipients.

{| class="wikitable"
|-
! Field !! Description
|-
| '''Name''' || Name of the report.
|-
| '''Queue''' || The queue the report is about.
|-
| '''Interval''' || '''Daily (today)''', '''Daily (yesterday)''', '''Daily (24h)''', '''Weekly''', '''Weekly (24/7)''' or '''Monthly'''.
|-
| '''Weekday''' || The day on which weekly reports are sent.
|-
| '''Delivery time''' || The time of day the e-mail is sent.
|-
| '''From / To''' || The time-of-day window the report covers.
|-
| '''Recipients''' || One or more e-mail addresses that receive the report.
|}

[[Image:QueueBoard3-AdminApp-Reports.png|560px]]
''Mail reports overview''

[[Image:QueueBoard3-AdminApp-ReportEditor.png|440px]]
''Mail report editor''

=== User App ===
[[Image:QueueBoard-userAppIcon.png]]

The User App is the daily workspace for call-center agents. It is split into a sidebar on the left (your status and your queues) and a content area on the right (the live widgets of the selected queue).

==== Overview of the workspace ====

* Select a queue in the sidebar to open its live widgets in the content area.
* The widgets show caller statistics, team status, waiting calls, abandoned calls and the team.
* Everything updates in real time; wait times count up every second.
* Widgets can be arranged, resized, hidden or opened in their own window (popout).

[[Image:QueueBoard3-UserApp-Overview.png|560px]]
''User App - sidebar with queues and the live widgets of the selected queue''

==== Sidebar: your status, search and queues ====

* '''Profile and presence''' - shows your name, picture and current presence (Available, On the phone, Wrap-up, …). The presence color follows your PBX status. Click on your status to open a dialog where you can change your own presence and your status text.
* '''Log out button''' - next to your profile, logs you out of all queues at once. The same button logs you in to all queues again (your previous group selection is restored).
* '''Search''' - search for users and callers. Press '''Ctrl + K''' (⌘ + K on Mac) to jump straight into the search field.
* '''Queue list''' - every queue you are a member of is listed with its name and the number of waiting calls and ready agents.
* '''Log in / log out per queue''' - the arrow button next to each queue logs you in or out of that queue.

==== Selecting groups ====

A queue can have several agent groups: a primary group and one or more additional groups, for example to distinguish the users of the primary group from the other users. Choose the '''Groups''' button of a queue to open the group selector. Switch the groups you want to be logged in to and confirm with '''Save'''.

* '''Primary group''' - your main group in this queue.
* '''Other / secondary groups''' - additional groups you can join or leave as needed.
* The login indicator of the queue shows whether you are logged in to the primary group, only to other groups, or logged out - and whether your phone is currently active.

[[Image:QueueBoard3-UserApp-GroupSelector.png|520px]]
''Group selector''

==== Caller statistics and team status ====

The two rows of tiles at the top of the content area give you the current situation of the queue:

{| class="wikitable"
|-
! Tile !! Meaning
|-
| '''Wait time''' || The wait time of the longest-waiting caller right now.
|-
| '''SLA''' || Percentage of calls answered within the configured SLA time (for example 30 s). The SLA time is shown in the tile title.
|-
| '''Waiting''' || Number of callers currently waiting in the queue.
|-
| '''Abandoned''' || Number of callers who hung up before being answered. The second number shows the calls that went to overflow and were forwarded.
|-
| '''Ready''' || Agents who are ready to take a call, compared to the number of agents logged in. Hover the info icon to see which colors count as ready.
|-
| '''On a call''' || Agents currently on a call in this queue. The second number shows agents on a call for another queue or a private call.
|-
| '''Wrap-up''' || Agents who are currently documenting a finished call.
|}

'''Warning and alarm colors:''' When a value reaches its warning or alarm threshold (defined by the administrator), the tile changes color: orange for a warning, red for an alarm. In addition, a notification is shown in the app as soon as a tile reaches the warning or alarm range.

==== Waiting calls ====

* Lists all callers currently waiting, with name or phone number and a live wait-time counter.
* The colored bar on the left shows the type of caller: gray for a regular call, orange for a VIP caller and red for an emergency call (see Colored bars).
* Wait-time badges change color the longer the caller waits.
* If the administrator has enabled it, you can '''pick up''' a waiting call directly from the list.
* Use the filter button to sort by wait time (longest first or shortest first).

[[Image:QueueBoard3-UserApp-WaitingCalls-Sort.png|360px]]
''Waiting calls - sorting''

==== Abandoned calls ====

The Abandoned list shows callers who hung up before an agent answered, so that no customer is forgotten.

* Each entry shows the caller, how many times the caller has abandoned and how many callback attempts have already been made.
* While a colleague is calling a customer back, the entry shows '''Callback by <name>''' so that nobody calls twice.
* Use the '''phone button''' to call the customer back directly.
* Use the '''note button''' to open the caller history (see below).
* '''Calling back does not remove the entry.''' An abandoned call stays in the list after you have called the customer back. It is removed automatically as soon as the customer calls again and is connected to an agent. You can also close it manually with '''Close open callback''' in the caller history.
* Old entries are removed automatically after the number of days defined by the administrator.
* Sort by last update, creation time or number of abandoned calls - ascending or descending.

[[Image:QueueBoard3-UserApp-AbandonedCalls-Sort.png|360px]]
''Abandoned calls - sorting''

==== Team ====

* Shows all agents of the queue with picture, name, presence and - while on a call - the number they are talking to.
* Wrap-up and ringing states are shown as badges.
* Call a colleague directly with the phone button.
* Sort by status or name, and hide inactive agents with the '''Inactive''' filter.

[[Image:QueueBoard3-UserApp-Team-Filter.png|360px]]
''Team - sorting and filter''

==== Colored bars ====

The colored bar at the left edge of an entry has a meaning. Hover the bar to see a short description.

{| class="wikitable"
|-
! Where !! Color !! Meaning
|-
| rowspan="3" | '''Queue list''' (sidebar) and '''Team''' list || green || Logged in to the primary group of the queue.
|-
| orange || Logged in only to other groups of the queue. If the queue has no primary group, a login to another group is shown as green.
|-
| gray || Logged out of the queue.
|-
| rowspan="3" | '''Waiting calls''' and '''Abandoned calls''' || gray || Regular call.
|-
| orange || VIP caller.
|-
| red || Emergency call.
|}

An entry in the queue list or in the team list is shown dimmed if the agent is not active, for example because the phone is not active.

==== Layout settings ====

Open '''Layout''' in the top right corner to adapt the workspace to your screen and your way of working:

{| class="wikitable"
|-
! Setting !! Description
|-
| '''View''' || Arrange the widgets as a '''Grid''', as a '''List''' (below each other) or as a '''Horizontal list''' (side by side).
|-
| '''Widget height''' || Small, Medium, Large or Custom - a slider lets you choose a free height.
|-
| '''Widgets''' || Show or hide Caller statistics, Team status, Calls, Abandoned and Team.
|-
| '''Hide widget after popout''' || When enabled, a widget that you open in its own window disappears from the workspace.
|}

Each list widget has a '''popout button''' that opens it in a separate window - ideal for a second monitor. Widgets can also be re-ordered by drag and drop.

[[Image:QueueBoard3-UserApp-Layout.png|560px]]
''Layout settings''

==== Incoming calls ====

When a call from the queue is offered to you, a call popup appears at the bottom of the sidebar - even if the app is in the background of the page. The popup shows:

* The caller's name or number and the queue the call comes from.
* A hint about the caller's history: '''New customer''', the number of '''missed calls''', or '''who the caller last talked to and when'''.
* A running timer.

Press '''Accept''' to take the call, or the red button to decline.

[[Image:QueueBoard3-UserApp-IncomingCall.png|560px]]
''Incoming call popup''

==== Current call: documentation and call information ====

As soon as you accept a call, the content area switches to the '''Current call''' view. A tab at the top shows the running call with its timer next to the queue tab, so you can switch back to the queue at any time without losing the call.

* '''Support reason''' - select the reason for the call from the list defined by the administrator.
* '''Documentation''' - write down what the call was about. Your text is saved automatically when you end the call or complete the wrap-up.
* '''Call information''' - caller name and phone number with a copy button for each.
* '''Progress''' - a live timeline of the call: waiting in the queue, alerting, connected and wrap-up, each with its duration.
* '''Call history''' - earlier notes, accepted calls and abandoned calls of this caller (see below).

[[Image:QueueBoard3-UserApp-CurrentCall.png|560px]]
''Current call - documentation and call information''

[[Image:QueueBoard3-UserApp-CurrentCall-FilledOut.png|560px]]
''Current call - support reason and documentation filled out''

==== Wrap-up ====

After the call ends, you stay in '''wrap-up''' so you can finish your documentation without being offered the next call. The wrap-up box at the bottom of the sidebar shows a countdown.

* '''Extend''' - adds more wrap-up time (the amount is configured per queue).
* '''Stop''' - completes the wrap-up immediately, saves your documentation and sets you ready again.
* When the time is over, the wrap-up closes automatically and your documentation is saved.
* Your presence shows '''Wrap-up''' during this time, and colleagues and supervisors see it in the team status.

[[Image:QueueBoard3-UserApp-Wrapup.png|560px]]
''Wrap-up with documentation and the Extend / Stop buttons''

==== Caller history and notes ====

Open the caller history from an abandoned call, the current call or the search. It collects everything that is known about the caller on three tabs:

{| class="wikitable"
|-
! Tab !! Content
|-
| '''Notes''' || Wrap-up documentation (with support reason), manual notes and callback notes written by all agents - with author, time and picture.
|-
| '''Accepted''' || Calls that were answered, with duration and the agent who handled them.
|-
| '''Abandoned''' || Calls the caller abandoned. A warning icon marks abandoned calls that are still open.
|}

The '''Week''', '''Month''' and '''All''' switches limit the list to a time range and show how many entries each range contains. At the bottom you can:

* '''Call back''' - call the customer immediately.
* '''Close open callback''' - mark all open abandoned calls of this caller as done, optionally with a comment.
* '''Add note''' - write a note for the caller (Ctrl + Enter saves).
* Delete a manual note with the trash icon.

[[Image:QueueBoard3-UserApp-CallerHistory-Notes.png|560px]]
''Caller history - notes''

[[Image:QueueBoard3-UserApp-CallerHistory-Accepted.png|560px]]
''Caller history - accepted calls''

[[Image:QueueBoard3-UserApp-CallerHistory-Abandoned.png|560px]]
''Caller history - abandoned calls''

=== Supervisor App ===
[[Image:QueueBoard-supervisorAppIcon.png]]

The Supervisor App is used to monitor several queues at the same time and to analyze what happened. The menu in the top right corner switches between four pages: '''Queues''', '''Statistics''', '''Export''' and '''Mail reports'''.

==== Queues ====

The Queues page shows one column per monitored queue, side by side. You decide which queues are shown and in which order.

* '''Add a queue''' with the dashed placeholder at the right edge; '''remove''' it with the red X in the column header.
* '''Re-order''' columns by dragging the handle in the column header.
* Each column shows the same live information as the agents' workspace: caller statistics, team status, a statistics table and lists.
* The '''statistics table''' shows Sum, Max and Average of wait time, waiting calls and abandoned calls for a selectable period: This hour, Last 60 minutes, Last 24 hours, 24-48 hours ago, Today, Yesterday, This week, Last week, Last 4 weeks, This month, Last month, Last 30 days, 30-60 days ago, This year, Last year or All time.
* The '''lists''' switch between Calls, Abandoned and Team. In the team list a supervisor can call an agent directly. The login / logout button of an agent opens the group selection, so the supervisor can log the agent in or out of the groups of the queue. If '''Allow Supervisor presence change''' is enabled for the queue, the supervisor can also change the presence of the agent there.

[[Image:QueueBoard3-SupervisorApp-Queues.png|560px]]
''Supervisor - queues side by side (Calls and Abandoned lists)''

[[Image:QueueBoard3-SupervisorApp-Queues-Team.png|560px]]
''Supervisor - the Team list of a queue''

==== Widget settings per queue ====

The settings button in each column header lets you decide which of the three sections the column displays: '''Statistics''', '''Statistics table''' and '''Lists'''. Hide what you do not need to fit more queues on the screen.

[[Image:QueueBoard3-SupervisorApp-WidgetSettings.png|420px]]
''Widget settings of a queue column''

==== Statistics ====

The Statistics page contains detailed charts for one queue. The switch in the top right corner changes between '''Queues''' (call figures) and '''Team''' (figures per agent).

The toolbar offers the following controls:

{| class="wikitable"
|-
! Control !! Description
|-
| '''Queue selector''' || Choose the queue to analyze.
|-
| '''Date range''' || The period (from and to date) the charts are calculated for.
|-
| '''Auto-reload''' || No reload, every 5 minutes or every 15 minutes.
|-
| '''Comparison mode''' || Shows a second date range as baseline. The selected period is compared with it, and the chart tooltips show the value compared to the baseline.
|-
| '''Reload button''' || Reloads the data immediately.
|-
| '''PDF''' || Downloads the currently shown statistics as a PDF document.
|}

==== Queue statistics ====

* '''Key figures''' - Total, Accepted, Forwarded and Abandoned calls, plus the number of calls by wait time: 0-10 s, 11-20 s, 21-30 s and over 30 s.
* '''Availability''' - a pie chart showing how the calls were distributed: abandoned, forwarded and accepted, split by wait time.
* '''Call volume over the day (cumulated)''' - calls per quarter of an hour, split into accepted, forwarded and abandoned.
* '''Call volume during the week (cumulated)''' and '''Percentage call volume during the week''' - absolute and relative volume per weekday.
* '''Wait time over the day (cumulated)''' - how many callers waited 0-10 s, 11-20 s, 21-30 s and longer, per time of day.
* '''Wait time over the week (average)''' - a heat map of the average wait time in seconds by weekday and hour. Dark red cells show your problem hours.
* '''Transferred calls over the day (cumulated)''' - the number of calls that were transferred.

[[Image:QueueBoard3-SupervisorApp-Statistics-1.png|560px]]
''Queue statistics - key figures and availability''

[[Image:QueueBoard3-SupervisorApp-Statistics-2.png|560px]]
''Call volume over the day (cumulated)''

[[Image:QueueBoard3-SupervisorApp-Statistics-3.png|560px]]
''Call volume during the week and wait time over the day''

[[Image:QueueBoard3-SupervisorApp-Statistics-4.png|560px]]
''Wait time heat map''

[[Image:QueueBoard3-SupervisorApp-Statistics-5.png|560px]]
''Transferred calls over the day''

[[Image:QueueBoard3-SupervisorApp-Statistics-6.png|560px]]
''Transferred calls over the day - chart detail''

==== Team statistics ====

* '''Accepted calls per agent''' - timeline of the calls each agent answered.
* '''Total talk time per agent''' and '''Average talk time per agent'''.
* '''Transferred calls per agent'''.
* '''Group logins per agent''' - when each agent was logged in to the queue's groups. Use the slider below the chart to zoom into a period.

If the administrator has enabled '''Anonymize agent data''' for the queue, agent names in the team statistics are replaced by random labels. The labels differ in every report, so single agents cannot be tracked across reports.

[[Image:QueueBoard3-SupervisorApp-TeamStatistics-1.png|560px]]
''Team statistics - accepted calls and talk time per agent''

[[Image:QueueBoard3-SupervisorApp-TeamStatistics-2.png|560px]]
''Team statistics - talk time and transferred calls''

[[Image:QueueBoard3-SupervisorApp-TeamStatistics-3.png|560px]]
''Team statistics - transferred calls and group logins''

[[Image:QueueBoard3-SupervisorApp-TeamStatistics-4.png|560px]]
''Team statistics - group logins per agent with period slider''

==== Export ====

The Export page creates a data file for further processing in spreadsheets or other tools. Select what you want to export and press '''Export''':

{| class="wikitable"
|-
! Field !! Description
|-
| '''Type''' || '''Calls''' (every call with its details) or '''Logins''' (the login times of your agents).
|-
| '''Queue''' || A single queue or all queues.
|-
| '''Agent''' || A single agent or all agents (only available when a queue is chosen).
|-
| '''From / To''' || The period to export.
|}

[[Image:QueueBoard3-SupervisorApp-Export.png|560px]]
''Export page''

==== Mail reports ====

Mail reports send queue statistics automatically by e-mail on a schedule. Supervisors and administrators can manage reports. See the Admin App chapter for a description of all fields.

* '''Create report''' adds a new report. '''Edit''' opens it and '''Delete''' removes it.
* Every report card shows its interval, weekday, delivery time and the number of recipients.

[[Image:QueueBoard3-SupervisorApp-Reports.png|560px]]
''Mail reports overview''

[[Image:QueueBoard3-SupervisorApp-ReportEditor.png|440px]]
''Mail report editor''

=== Dashboard App ===
[[Image:QueueBoard-dashboardAppIcon.png]]

The Dashboard App is made for wall monitors and shared screens. It shows the most important figures of one queue in large tiles that can be read from across the room.

* Select the queue with the selector next to the queue name at the top.
* '''Caller statistics:''' wait time, number of waiting calls and abandoned calls.
* '''Team status:''' ready agents (out of logged-in agents), agents on a call and agents in wrap-up.
* Tiles turn '''orange''' (warning) or '''red''' (alarm) when the thresholds defined for the queue are reached - so a problem is visible immediately.
* The dashboard updates live and needs no interaction.

[[Image:QueueBoard3-DashboardApp.png|560px]]
''Dashboard App''

==Multi-PBX ready==
QueueBoard can be used in master / slave scenarios. Enter the name of the PBX that QueueBoard has to work with in the PBX page of the Admin App (see Configuration).

==Licensing==


* With Queue Board 2.0, the licensing changed to [https://www.innovaphone.com/en/services/licenses/partner-apps.html?app=queueboard&type=license#queueboard this licensing model].
* [[#Grant_access_to_APIs|See the description]] of where to add the queue licenses.
* The users must be assigned the user, supervisor or dashboard app license.
* See Configuration > Grant access to APIs for where to configure the service (waiting queue) license.

QueueBoard uses the innovaphone licensing of your PBX. Licenses are assigned per queue: the available licenses are assigned to your queues in the order the queues were created. A queue without a license shows a '''No license''' notice instead of its content.

Until a license is installed, the app runs as a trial version. A notice at the bottom of the screen shows that the unlicensed trial version is in use, or until when the app is free to use.

Please contact MediaRunway or your reseller for details on licenses.

==Prerequisites==





* An innovaphone PBX and Application Platform
* Valid licenses
* One or more innovaphone Waiting Queues on the PBX that QueueBoard should monitor
* A mail account (SMTP) if you want to use mail reports (optional)
* A modern web browser or the innovaphone myApps client

For this app, you need '''no extra Windows server''' or client software, only the myApps platform and the myApps client (installed or opened in a browser).

A waiting queue must be configured in the PBX, together with a group and group members for that waiting queue. The group should only be used for this waiting queue: if the same group is used for another waiting queue, the user will dyn-in/dyn-out of more than one waiting queue. One waiting queue can have more than one group configured, for example to distinguish the users of the primary group from the other users. This is not specific to the Queue Board app, it is basic innovaphone admin knowledge.

==Versions==


'''Queue Board 3.0''' is built with the innovaphone SDK 15r1. Its versions start with 1510000 (current release: 1510002).

'''Queue Board 2.0''' starts with Queue Board version 133013 sr8. Queue Board 2.0 has '''multi queue''' functionality. '''With this version, the licensing changed to innovaphone licensing.'''
The service release number is lower than that of the last Queue Board 1.0 version, because the innovaphone SDK sr8 is used, so that older systems can also use Queue Board 2.0.

===Compatible innovaphone firmware versions===


* MediaRunway Queue Board 1.0 (132xxx sr18, 133xxx final)
** innovaphone V13r2, V13r3
* MediaRunway Queue Board 2.0 (133x1x sr8)
** innovaphone V13r3, V14r1
* MediaRunway Queue Board 3.0 (1510002)
** innovaphone V15r1

===Application versions used for interop testing===



* MediaRunway Queue Board 1.0 (132xxx sr18, 133xxx final)

** innovaphone IPVA V13r2sr18
** innovaphone IPVA V13r3final
* MediaRunway Queue Board 2.0 (133x1x sr8)
** innovaphone V13r3
* MediaRunway Queue Board 3.0 (1510002)
** innovaphone V15r1

==Configuration==









After installation, open the Admin App and configure QueueBoard in this order:

# '''PBX''' - in a master / slave scenario, enter the PBX name.
# '''Queues''' - add a queue for each Waiting Queue you want to monitor and adjust the queue settings (wrap-up, support reasons, SLA, alarms).
# '''Email''' - enter your mail server data and send a test e-mail (only needed for mail reports).
# '''Mail reports''' - create the reports you need.

Agents and supervisors need no further configuration - they open their app and select their queues.

=== Alert and pre-alert thresholds ===

==== Waiting calls ====
The pre-alert value should be smaller than the alert value, because the alert is a maximum value.

==== Ready team members ====
The pre-alert value should be greater than the alert value, because the alert is a minimum value.

The values that can be set for alert and pre-alert depend on the two switch settings in the "Ready agents" section of the queue editor in the Queue Board admin app ("Count only primary group" and "Count logged in, offline agents").

=== Grant access to APIs ===
[[Image:PBXobjApiAccess.png]]

Only set this on the Queue Board admin PBX app object, not on the Queue Board user, dashboard or supervisor PBX app objects!
* Shows the required API access rights of the Queue Board admin PBX app object in the advanced admin UI.
* In the input field "Licenses", enter the number of licensed waiting queues.
* The user, dashboard and supervisor PBX app objects have none of these checkmarks set and no license number in the input field. This is only done in the Queue Board admin PBX app object.

==Installation==








The steps of the installation process are the same as [[Howto:Callback_-_MediaRunway_-_Partner_App#Install_app_from_App_Store|described in this article]], only with different names. You have to install the app, add an app instance and add the app objects.

After installing the app, adding the app instance and the app objects for the users, supervisors and administrators, QueueBoard is ready to use.

'''Brief summary of the installation'''

# Install the app from the app store.
# Create an instance of the app. Values needed: Name (e.g. "queueboard", no blanks please) - Domain (your platform domain) - App Password (generate one, e.g. with 15 characters) - DB Password (generate one, e.g. with 15 characters) - other values will be filled up automatically.
# Add the app objects with the AP Manager app (when selecting the name, please do not use spaces): '''QueueBoard User''' for agents, '''QueueBoard Supervisor''' for supervisors, '''QueueBoard Dashboard''' for monitors and '''QueueBoard Admin''' for administrators.
# Assign the app objects to the users or groups who should see them.

==Known Issues==
- Do not activate the checkbox for SOAP in the monitored waiting queue PBX object, because then a connected call will not be shown as connected. Because of this, you cannot use the IQM in parallel with the Queue Board to correctly monitor the waiting queue in both applications.

- Concerning the sending of e-mails: if IPv6 is used in your network, e-mails may not be delivered. The SMTP client from the innovaphone SDK will be updated in an upcoming platform version to eliminate the problem.

==Contact==




{|
| MediaRunway GmbH & Co. KG
|-
| Venloer Str. 8
|-
| D-41569 Rommerskirchen
|-
| Tel: +49 2183 80628-0
|-
| Sales: [mailto:myApps-sales@mediarunway.com myApps-sales@mediarunway.com]
|-
| Support / Presales: [mailto:myApps-support@mediarunway.com myApps-support@mediarunway.com]
|-
| Website: [https://www.mediarunway.com/ MediaRunway.com]
|}

For any questions please refer to [https://mediarunway.com/contact/ our contact page].

Howto:Queueboard - MediaRunway - Partner App

2026-11-05T09:02:55Z

N.schmitz: Update app icons for Queue Board 3.0

[[Image:Mediarunway_company_logo_200.png|200px|right|/Mediarunway_company_logo_200.png]]

==Product Name==



MediaRunway [https://mediarunway.com/myapps/ Queue Board]

==Certification Status==

{{Template:Compat_Status_referral_product_new|type=App}}

This App has been listed April 2023.

==Category==

[[Category:Partner Apps|{{PAGENAME}}]]
{{Category:3rdParty Contact Center Applications}}
[[Category:3rdParty Contact Center Applications|{{PAGENAME}}]]

{{Category:3rdParty_Reporting_/_Monitoring}}
[[Category:3rdParty Reporting / Monitoring|{{PAGENAME}}]]

==Vendor==



[[Image:Mediarunway_company_logo_150_2.png|150px|/Mediarunway_company_logo_150_2.png]]




MediaRunway is an ITC enterprise that provides its customers with contemporary IT services in all areas - Your business, our solution.


[https://www.mediarunway.com/ MediaRunway - About us]

==Description==




[[File:MediaRunway-queueboard2.png]]





QueueBoard is a myApps app suite for innovaphone that gives agents, supervisors and administrators a complete view of their call queues (innovaphone Waiting Queues). It turns the raw queue data of the PBX into live dashboards, a guided call-handling workflow and detailed statistics.

QueueBoard combines four apps in one product:

* '''User App''' - the agent workspace: see waiting and abandoned calls, accept calls, document them, handle wrap-up and call customers back.
* '''Supervisor App''' - the supervisor workspace: monitor several queues side by side, analyze statistics, export data and schedule e-mail reports.
* '''Dashboard App''' - a large-screen display for wall monitors showing the most important queue figures at a glance.
* '''Admin App''' - the administration area: create and configure queues, alarm thresholds, PBX connection, e-mail settings and report schedules.

Everything updates live - there is no need to refresh. The interface is available in English, German, French, Italian and Polish.


[https://mediarunway.com/myapps/ MediaRunway - About this application]





==Functions==




This chapter describes every function of the four apps. The screenshots show the apps running inside the innovaphone myApps client.

=== Admin App ===
[[File:QueueBoard-adminAppIcon2.png]]

The Admin App is where QueueBoard is set up. The menu in the top right corner opens the pages '''Queues''', '''PBX''', '''Email''' and '''Mail reports'''.

==== Queues ====

QueueBoard works with queues. A QueueBoard queue is linked to one innovaphone Waiting Queue of the PBX and carries all QueueBoard-specific settings. The overview shows every queue as a card with its name and the linked PBX queue.

* '''Add''' creates a new queue.
* '''Edit''' opens the queue editor.
* '''Delete''' removes the queue from QueueBoard (the Waiting Queue on the PBX is not touched).
* A PBX Waiting Queue can only be linked to one QueueBoard queue.

[[Image:QueueBoard3-AdminApp-Queues.png|560px|/QueueBoard3-AdminApp-Queues.png]]
''Queue overview''

==== Queue editor ====

Each setting has an info icon with a short explanation. The settings are grouped into sections:

'''General'''

{| class="wikitable"
|-
! Setting !! Description
|-
| '''Name''' || The name shown for this queue in all apps.
|-
| '''Target queue''' || The PBX Waiting Queue that is tracked by this queue.
|-
| '''Time zone''' || Used for statistics and for scheduled data deletion.
|}

'''Ready agents''' - defines who counts as ready:

{| class="wikitable"
|-
! Setting !! Description
|-
| '''Count only primary group''' || Only agents who are logged in to their primary group are counted.
|-
| '''Count logged in, offline agents''' || Agents who are logged in to the queue but whose presence is offline are counted as well.
|}

'''Wrap-up'''

{| class="wikitable"
|-
! Setting !! Description
|-
| '''Initial time (seconds)''' || How long an agent has to complete the wrap-up. When the time is over, the wrap-up closes automatically. '''0''' disables wrap-up, '''-1''' means no time limit.
|-
| '''Extend time (seconds)''' || If set, agents can extend their wrap-up by this amount with the '''Extend''' button.
|-
| '''Support reasons''' || The list of reasons agents can choose from when documenting a call. Add entries with '''+'''.
|}

'''SLA'''

{| class="wikitable"
|-
! Setting !! Description
|-
| '''SLA time''' || Target in seconds within which a call should be answered. Agents and supervisors see the percentage of calls answered within this time.
|-
| '''Reset SLA counter''' || The time of day at which the SLA counter starts again.
|}

'''Abandoned calls'''

{| class="wikitable"
|-
! Setting !! Description
|-
| '''Reset abandoned calls counter''' || When the counter of the Abandoned widget is reset: '''Count of 'Abandoned calls' widget''' (the counter equals the number of entries in the list), '''Hide''' (not shown), '''Every hour''' or a fixed time of day.
|-
| '''Delete list entries (after days)''' || Entries older than this are removed from the abandoned list. '''0''' hides the list, '''-1''' never deletes.
|}

'''Alarms / Warnings''' - every key figure has a “Warning at” (orange) and an “Alarm at” (red) value. When the value is reached, the tile changes color in the User, Supervisor and Dashboard app:

{| class="wikitable"
|-
! Key figure !! Triggers when
|-
| '''SLA below (%)''' || the SLA percentage drops below the value.
|-
| '''Number of waiting calls''' || the number of waiting calls exceeds the value.
|-
| '''Number of ready agents (below)''' || the number of ready agents drops below the value.
|-
| '''Wait time (seconds)''' || the current longest wait time exceeds the value.
|-
| '''Number of abandoned calls''' || the number of abandoned calls exceeds the value.
|-
| '''Number of agents on the phone''' || the number of agents on a call exceeds the value.
|-
| '''Number of agents in wrap-up''' || the number of agents in wrap-up exceeds the value.
|}

'''Statistics'''

{| class="wikitable"
|-
! Setting !! Description
|-
| '''Week start''' || The first day of the week in the supervisor statistics.
|-
| '''Delete statistics (after days)''' || When call and agent data is deleted. This also affects the abandoned calls counter.
|-
| '''Write agent data''' || Records statistics per agent. Also determines whether an agent can see which colleague a caller last spoke to.
|-
| '''Anonymize agent data''' || Replaces agent names in team statistics and exports by random labels.
|}

'''Advanced'''

{| class="wikitable"
|-
! Setting !! Description
|-
| '''Allow Supervisor presence change''' || Supervisors can change the presence of their agents.
|-
| '''Allow picking waiting calls''' || Agents can pick up a call directly from the waiting calls widget.
|-
| '''Callback request DTMF''' || If set, a caller who enters this DTMF code ends the call and is listed as an abandoned call - a simple way to offer a callback request.
|}

'''Supervisors'''

{| class="wikitable"
|-
! Setting !! Description
|-
| '''Enable whitelist''' || When enabled, only the supervisors you assign can access this queue in the Supervisor App.
|}

[[Image:QueueBoard3-AdminApp-QueueEditor-1.png|560px|/QueueBoard3-AdminApp-QueueEditor-1.png]]
''Queue editor - general, ready agents, wrap-up and SLA''

[[Image:QueueBoard3-AdminApp-QueueEditor-2.png|560px|/QueueBoard3-AdminApp-QueueEditor-2.png]]
''Queue editor - abandoned calls and alarms / warnings''

[[Image:QueueBoard3-AdminApp-QueueEditor-3.png|560px|/QueueBoard3-AdminApp-QueueEditor-3.png]]
''Queue editor - statistics, advanced and supervisors''

==== PBX ====

In a master / slave scenario with several PBXes, enter the name of the PBX that QueueBoard has to work with. Press '''Save''' to apply.

[[Image:QueueBoard3-AdminApp-PBX.png|520px|/QueueBoard3-AdminApp-PBX.png]]
''PBX settings''

==== Email ====

Mail reports need a mail account to send from. Enter the data of your mail server and press '''Save''':

{| class="wikitable"
|-
! Field !! Description
|-
| '''Server''' || Address and port of your SMTP server.
|-
| '''Host''' || Host name.
|-
| '''Username / Password''' || Login of the mail account. The password is hidden; use the eye icon to show it.
|-
| '''Email address''' || The sender address of the reports.
|-
| '''Display name''' || The sender name recipients see.
|-
| '''Signature''' || Text added at the end of every report e-mail.
|}

Use the '''Test''' card to check your settings: enter a recipient and press '''Send test email'''.

[[Image:QueueBoard3-AdminApp-Email.png|520px|/QueueBoard3-AdminApp-Email.png]]
''Email settings and test''

==== Mail reports ====

Create and manage automatic e-mail reports for every queue. A report card shows the report name, its queue, interval, weekday, delivery time and number of recipients.

{| class="wikitable"
|-
! Field !! Description
|-
| '''Name''' || Name of the report.
|-
| '''Queue''' || The queue the report is about.
|-
| '''Interval''' || '''Daily (today)''', '''Daily (yesterday)''', '''Daily (24h)''', '''Weekly''', '''Weekly (24/7)''' or '''Monthly'''.
|-
| '''Weekday''' || The day on which weekly reports are sent.
|-
| '''Delivery time''' || The time of day the e-mail is sent.
|-
| '''From / To''' || The time-of-day window the report covers.
|-
| '''Recipients''' || One or more e-mail addresses that receive the report.
|}

[[Image:QueueBoard3-AdminApp-Reports.png|560px|/QueueBoard3-AdminApp-Reports.png]]
''Mail reports overview''

[[Image:QueueBoard3-AdminApp-ReportEditor.png|440px|/QueueBoard3-AdminApp-ReportEditor.png]]
''Mail report editor''

=== User App ===
[[File:QueueBoard-userAppIcon2.png]]

The User App is the daily workspace for call-center agents. It is split into a sidebar on the left (your status and your queues) and a content area on the right (the live widgets of the selected queue).

==== Overview of the workspace ====

* Select a queue in the sidebar to open its live widgets in the content area.
* The widgets show caller statistics, team status, waiting calls, abandoned calls and the team.
* Everything updates in real time; wait times count up every second.
* Widgets can be arranged, resized, hidden or opened in their own window (popout).

[[Image:QueueBoard3-UserApp-Overview.png|560px|/QueueBoard3-UserApp-Overview.png]]
''User App - sidebar with queues and the live widgets of the selected queue''

==== Sidebar: your status, search and queues ====

* '''Profile and presence''' - shows your name, picture and current presence (Available, On the phone, Wrap-up, …). The presence color follows your PBX status.
* '''Log out button''' - next to your profile, logs you out of all queues at once. The same button logs you in to all queues again (your previous group selection is restored).
* '''Search''' - search for users and callers. Press '''Ctrl + K''' (⌘ + K on Mac) to jump straight into the search field.
* '''Queue list''' - every queue you are a member of is listed with its name and the number of waiting calls and ready agents.
* '''Log in / log out per queue''' - the arrow button next to each queue logs you in or out of that queue.

==== Selecting groups ====

A queue can consist of several agent groups - for example a primary group and additional groups for other skills. Choose the '''Groups''' button of a queue to open the group selector. Switch the groups you want to be logged in to and confirm with '''Save'''.

* '''Primary group''' - your main group in this queue.
* '''Other / secondary groups''' - additional groups you can join or leave as needed.
* The login indicator of the queue shows whether you are logged in to the primary group, only to other groups, or logged out - and whether your phone is currently active.

[[Image:QueueBoard3-UserApp-GroupSelector.png|520px|/QueueBoard3-UserApp-GroupSelector.png]]
''Group selector''

==== Caller statistics and team status ====

The two rows of tiles at the top of the content area give you the current situation of the queue:

{| class="wikitable"
|-
! Tile !! Meaning
|-
| '''Wait time''' || The wait time of the longest-waiting caller right now.
|-
| '''SLA''' || Percentage of calls answered within the configured SLA time (for example 30 s). The SLA time is shown in the tile title.
|-
| '''Waiting''' || Number of callers currently waiting in the queue.
|-
| '''Abandoned''' || Number of callers who hung up before being answered. The second number shows how many of them are still open (no callback yet).
|-
| '''Ready''' || Agents who are ready to take a call, compared to the number of agents logged in. Hover the info icon to see which colors count as ready.
|-
| '''On a call''' || Agents currently on a call in this queue. The second number shows agents on a call for another queue or a private call.
|-
| '''Wrap-up''' || Agents who are currently documenting a finished call.
|}

'''Warning and alarm colors:''' When a value reaches its warning or alarm threshold (defined by the administrator), the tile changes color - orange for a warning, red for an alarm.

==== Waiting calls ====

* Lists all callers currently waiting, with name or phone number and a live wait-time counter.
* Colored markers on the left show the type of caller: regular call, VIP caller or emergency call.
* Wait-time badges change color the longer the caller waits.
* If the administrator has enabled it, you can '''pick up''' a waiting call directly from the list.
* Use the filter button to sort by wait time (longest first or shortest first).

[[Image:QueueBoard3-UserApp-WaitingCalls-Sort.png|360px|/QueueBoard3-UserApp-WaitingCalls-Sort.png]]
''Waiting calls - sorting''

==== Abandoned calls ====

The Abandoned list shows callers who hung up before an agent answered, so that no customer is forgotten.

* Each entry shows the caller, how many times the caller has abandoned and how many callback attempts have already been made.
* While a colleague is calling a customer back, the entry shows '''Callback by <name>''' so that nobody calls twice.
* Use the '''phone button''' to call the customer back directly.
* Use the '''note button''' to open the caller history (see below).
* '''Calling back does not remove the entry.''' An abandoned call stays in the list after you have called the customer back. It is removed automatically as soon as the customer calls again and is connected to an agent. You can also close it manually with '''Close open callback''' in the caller history.
* Old entries are removed automatically after the number of days defined by the administrator.
* Sort by last update, creation time or number of abandoned calls - ascending or descending.

[[Image:QueueBoard3-UserApp-AbandonedCalls-Sort.png|360px|/QueueBoard3-UserApp-AbandonedCalls-Sort.png]]
''Abandoned calls - sorting''

==== Team ====

* Shows all agents of the queue with picture, name, presence and - while on a call - the number they are talking to.
* Wrap-up and ringing states are shown as badges.
* Call a colleague directly with the phone button.
* Sort by status or name, and hide inactive agents with the '''Inactive''' filter.

[[Image:QueueBoard3-UserApp-Team-Filter.png|360px|/QueueBoard3-UserApp-Team-Filter.png]]
''Team - sorting and filter''

==== Layout settings ====

Open '''Layout''' in the top right corner to adapt the workspace to your screen and your way of working:

{| class="wikitable"
|-
! Setting !! Description
|-
| '''View''' || Arrange the widgets as a '''Grid''', as a '''List''' (below each other) or as a '''Horizontal list''' (side by side).
|-
| '''Widget height''' || Small, Medium, Large or Custom - a slider lets you choose a free height.
|-
| '''Widgets''' || Show or hide Caller statistics, Team status, Calls, Abandoned and Team.
|-
| '''Hide widget after popout''' || When enabled, a widget that you open in its own window disappears from the workspace.
|}

Each list widget has a '''popout button''' that opens it in a separate window - ideal for a second monitor. Widgets can also be re-ordered by drag and drop.

[[Image:QueueBoard3-UserApp-Layout.png|560px|/QueueBoard3-UserApp-Layout.png]]
''Layout settings''

==== Incoming calls ====

When a call from the queue is offered to you, a call popup appears at the bottom of the sidebar - even if the app is in the background of the page. The popup shows:

* The caller's name or number and the queue the call comes from.
* A hint about the caller's history: '''New customer''', the number of '''missed calls''', or '''who the caller last talked to and when'''.
* A running timer.

Press '''Accept''' to take the call, or the red button to decline.

[[Image:QueueBoard3-UserApp-IncomingCall.png|560px|/QueueBoard3-UserApp-IncomingCall.png]]
''Incoming call popup''

==== Current call: documentation and call information ====

As soon as you accept a call, the content area switches to the '''Current call''' view. A tab at the top shows the running call with its timer next to the queue tab, so you can switch back to the queue at any time without losing the call.

* '''Support reason''' - select the reason for the call from the list defined by the administrator.
* '''Documentation''' - write down what the call was about. Your text is saved automatically when you end the call or complete the wrap-up.
* '''Call information''' - caller name and phone number with a copy button for each.
* '''Progress''' - a live timeline of the call: waiting in the queue, alerting, connected and wrap-up, each with its duration.
* '''Call history''' - earlier notes, accepted calls and abandoned calls of this caller (see below).

[[Image:QueueBoard3-UserApp-CurrentCall.png|560px|/QueueBoard3-UserApp-CurrentCall.png]]
''Current call - documentation and call information''

[[Image:QueueBoard3-UserApp-CurrentCall-FilledOut.png|560px|/QueueBoard3-UserApp-CurrentCall-FilledOut.png]]
''Current call - support reason and documentation filled out''

==== Wrap-up ====

After the call ends, you stay in '''wrap-up''' so you can finish your documentation without being offered the next call. The wrap-up box at the bottom of the sidebar shows a countdown.

* '''Extend''' - adds more wrap-up time (the amount is configured per queue).
* '''Stop''' - completes the wrap-up immediately, saves your documentation and sets you ready again.
* When the time is over, the wrap-up closes automatically and your documentation is saved.
* Your presence shows '''Wrap-up''' during this time, and colleagues and supervisors see it in the team status.

[[Image:QueueBoard3-UserApp-Wrapup.png|560px|/QueueBoard3-UserApp-Wrapup.png]]
''Wrap-up with documentation and the Extend / Stop buttons''

==== Caller history and notes ====

Open the caller history from an abandoned call, the current call or the search. It collects everything that is known about the caller on three tabs:

{| class="wikitable"
|-
! Tab !! Content
|-
| '''Notes''' || Wrap-up documentation (with support reason), manual notes and callback notes written by all agents - with author, time and picture.
|-
| '''Accepted''' || Calls that were answered, with duration and the agent who handled them.
|-
| '''Abandoned''' || Calls the caller abandoned. A warning icon marks abandoned calls that are still open.
|}

The '''Week''', '''Month''' and '''All''' switches limit the list to a time range and show how many entries each range contains. At the bottom you can:

* '''Call back''' - call the customer immediately.
* '''Close open callback''' - mark all open abandoned calls of this caller as done, optionally with a comment.
* '''Add note''' - write a note for the caller (Ctrl + Enter saves).
* Delete a manual note with the trash icon.

[[Image:QueueBoard3-UserApp-CallerHistory-Notes.png|560px|/QueueBoard3-UserApp-CallerHistory-Notes.png]]
''Caller history - notes''

[[Image:QueueBoard3-UserApp-CallerHistory-Accepted.png|560px|/QueueBoard3-UserApp-CallerHistory-Accepted.png]]
''Caller history - accepted calls''

[[Image:QueueBoard3-UserApp-CallerHistory-Abandoned.png|560px|/QueueBoard3-UserApp-CallerHistory-Abandoned.png]]
''Caller history - abandoned calls''

=== Supervisor App ===
[[File:QueueBoard-supervisorAppIcon2.png]]

The Supervisor App is used to monitor several queues at the same time and to analyze what happened. The menu in the top right corner switches between four pages: '''Queues''', '''Statistics''', '''Export''' and '''Mail reports'''.

==== Queues ====

The Queues page shows one column per monitored queue, side by side. You decide which queues are shown and in which order.

* '''Add a queue''' with the dashed placeholder at the right edge; '''remove''' it with the red X in the column header.
* '''Re-order''' columns by dragging the handle in the column header.
* Each column shows the same live information as the agents' workspace: caller statistics, team status, a statistics table and lists.
* The '''statistics table''' shows Sum, Max and Average of wait time, waiting calls and abandoned calls for a selectable period: This hour, Last 60 minutes, Last 24 hours, 24-48 hours ago, Today, Yesterday, This week, Last week, Last 4 weeks, This month, Last month, Last 30 days, 30-60 days ago, This year, Last year or All time.
* The '''lists''' switch between Calls, Abandoned and Team. In the team list a supervisor can call an agent directly. The login / logout button of an agent opens the group selection, so the supervisor can log the agent in or out of the groups of the queue. If '''Allow Supervisor presence change''' is enabled for the queue, the supervisor can also change the presence of the agent there.

[[Image:QueueBoard3-SupervisorApp-Queues.png|560px|/QueueBoard3-SupervisorApp-Queues.png]]
''Supervisor - queues side by side (Calls and Abandoned lists)''

[[Image:QueueBoard3-SupervisorApp-Queues-Team.png|560px|/QueueBoard3-SupervisorApp-Queues-Team.png]]
''Supervisor - the Team list of a queue''

==== Widget settings per queue ====

The settings button in each column header lets you decide which of the three sections the column displays: '''Statistics''', '''Statistics table''' and '''Lists'''. Hide what you do not need to fit more queues on the screen.

[[Image:QueueBoard3-SupervisorApp-WidgetSettings.png|420px|/QueueBoard3-SupervisorApp-WidgetSettings.png]]
''Widget settings of a queue column''

==== Statistics ====

The Statistics page contains detailed charts for one queue. The switch in the top right corner changes between '''Queues''' (call figures) and '''Team''' (figures per agent).

The toolbar offers the following controls:

{| class="wikitable"
|-
! Control !! Description
|-
| '''Queue selector''' || Choose the queue to analyze.
|-
| '''Date range''' || The period (from and to date) the charts are calculated for.
|-
| '''Auto-reload''' || No reload, every 5 minutes or every 15 minutes.
|-
| '''Comparison mode''' || Shows a second date range as baseline. The selected period is compared with it, and the chart tooltips show the value compared to the baseline.
|-
| '''Reload button''' || Reloads the data immediately.
|-
| '''PDF''' || Downloads the currently shown statistics as a PDF document.
|}

==== Queue statistics ====

* '''Key figures''' - Total, Accepted, Forwarded and Abandoned calls, plus the number of calls by wait time: 0-10 s, 11-20 s, 21-30 s and over 30 s.
* '''Availability''' - a pie chart showing how the calls were distributed: abandoned, forwarded and accepted, split by wait time.
* '''Call volume over the day (cumulated)''' - calls per quarter of an hour, split into accepted, forwarded and abandoned.
* '''Call volume during the week (cumulated)''' and '''Percentage call volume during the week''' - absolute and relative volume per weekday.
* '''Wait time over the day (cumulated)''' - how many callers waited 0-10 s, 11-20 s, 21-30 s and longer, per time of day.
* '''Wait time over the week (average)''' - a heat map of the average wait time in seconds by weekday and hour. Dark red cells show your problem hours.
* '''Transferred calls over the day (cumulated)''' - the number of calls that were transferred.

[[Image:QueueBoard3-SupervisorApp-Statistics-1.png|560px|/QueueBoard3-SupervisorApp-Statistics-1.png]]
''Queue statistics - key figures and availability''

[[Image:QueueBoard3-SupervisorApp-Statistics-2.png|560px|/QueueBoard3-SupervisorApp-Statistics-2.png]]
''Call volume over the day (cumulated)''

[[Image:QueueBoard3-SupervisorApp-Statistics-3.png|560px|/QueueBoard3-SupervisorApp-Statistics-3.png]]
''Call volume during the week and wait time over the day''

[[Image:QueueBoard3-SupervisorApp-Statistics-4.png|560px|/QueueBoard3-SupervisorApp-Statistics-4.png]]
''Wait time heat map''

[[Image:QueueBoard3-SupervisorApp-Statistics-5.png|560px|/QueueBoard3-SupervisorApp-Statistics-5.png]]
''Transferred calls over the day''

[[Image:QueueBoard3-SupervisorApp-Statistics-6.png|560px|/QueueBoard3-SupervisorApp-Statistics-6.png]]
''Transferred calls over the day - chart detail''

==== Team statistics ====

* '''Accepted calls per agent''' - timeline of the calls each agent answered.
* '''Total talk time per agent''' and '''Average talk time per agent'''.
* '''Transferred calls per agent'''.
* '''Group logins per agent''' - when each agent was logged in to the queue's groups. Use the slider below the chart to zoom into a period.

If the administrator has enabled '''Anonymize agent data''' for the queue, agent names in the team statistics are replaced by random labels. The labels differ in every report, so single agents cannot be tracked across reports.

[[Image:QueueBoard3-SupervisorApp-TeamStatistics-1.png|560px|/QueueBoard3-SupervisorApp-TeamStatistics-1.png]]
''Team statistics - accepted calls and talk time per agent''

[[Image:QueueBoard3-SupervisorApp-TeamStatistics-2.png|560px|/QueueBoard3-SupervisorApp-TeamStatistics-2.png]]
''Team statistics - talk time and transferred calls''

[[Image:QueueBoard3-SupervisorApp-TeamStatistics-3.png|560px|/QueueBoard3-SupervisorApp-TeamStatistics-3.png]]
''Team statistics - transferred calls and group logins''

[[Image:QueueBoard3-SupervisorApp-TeamStatistics-4.png|560px|/QueueBoard3-SupervisorApp-TeamStatistics-4.png]]
''Team statistics - group logins per agent with period slider''

==== Export ====

The Export page creates a data file for further processing in spreadsheets or other tools. Select what you want to export and press '''Export''':

{| class="wikitable"
|-
! Field !! Description
|-
| '''Type''' || '''Calls''' (every call with its details) or '''Logins''' (the login times of your agents).
|-
| '''Queue''' || A single queue or all queues.
|-
| '''Agent''' || A single agent or all agents (only available when a queue is chosen).
|-
| '''From / To''' || The period to export.
|}

[[Image:QueueBoard3-SupervisorApp-Export.png|560px|/QueueBoard3-SupervisorApp-Export.png]]
''Export page''

==== Mail reports ====

Mail reports send queue statistics automatically by e-mail on a schedule. Supervisors and administrators can manage reports. See the Admin App chapter for a description of all fields.

* '''Create report''' adds a new report. '''Edit''' opens it and '''Delete''' removes it.
* Every report card shows its interval, weekday, delivery time and the number of recipients.

[[Image:QueueBoard3-SupervisorApp-Reports.png|560px|/QueueBoard3-SupervisorApp-Reports.png]]
''Mail reports overview''

[[Image:QueueBoard3-SupervisorApp-ReportEditor.png|440px|/QueueBoard3-SupervisorApp-ReportEditor.png]]
''Mail report editor''

=== Dashboard App ===
[[File:QueueBoard-dashboardAppIcon2.png]]

The Dashboard App is made for wall monitors and shared screens. It shows the most important figures of one queue in large tiles that can be read from across the room.

* Select the queue with the selector next to the queue name at the top.
* '''Caller statistics:''' wait time, number of waiting calls and abandoned calls.
* '''Team status:''' ready agents (out of logged-in agents), agents on a call and agents in wrap-up.
* Tiles turn '''orange''' (warning) or '''red''' (alarm) when the thresholds defined for the queue are reached - so a problem is visible immediately.
* The dashboard updates live and needs no interaction.

[[Image:QueueBoard3-DashboardApp.png|560px|/QueueBoard3-DashboardApp.png]]
''Dashboard App''

==Multi-PBX ready==
QueueBoard can be used in master / slave scenarios. Enter the name of the PBX that QueueBoard has to work with in the PBX page of the Admin App (see Configuration).

==Licensing==


* With Queue Board 2.0, the licensing changed to [https://www.innovaphone.com/en/services/licenses/partner-apps.html?app=queueboard&type=license#queueboard this licensing model].
* [[#Grant access to APIs|See the description]] of where to add the queue licenses.
* The users must be assigned the user, supervisor or dashboard app license.
* See Configuration > Grant access to APIs for where to configure the service (waiting queue) license.

QueueBoard uses the innovaphone licensing of your PBX. Licenses are assigned per queue: the available licenses are assigned to your queues in the order the queues were created. A queue without a license shows a '''No license''' notice instead of its content.

Until a license is installed, the app runs as a trial version. A notice at the bottom of the screen shows that the unlicensed trial version is in use, or until when the app is free to use.

Please contact MediaRunway or your reseller for details on licenses.

==Prerequisites==





* An innovaphone PBX and Application Platform
* Valid licenses
* One or more innovaphone Waiting Queues on the PBX that QueueBoard should monitor
* A mail account (SMTP) if you want to use mail reports (optional)
* A modern web browser or the innovaphone myApps client

For this app, you need '''no extra Windows server''' or client software, only the myApps platform and the myApps client (installed or opened in a browser).

A waiting queue must be configured in the PBX, together with a group and group members for that waiting queue. The group should only be used for this waiting queue: if the same group is used for another waiting queue, the user will dyn-in/dyn-out of more than one waiting queue. One waiting queue can have more than one group configured, for example to distinguish the users of the primary group from the other users. This is not specific to the Queue Board app, it is basic innovaphone admin knowledge.

==Versions==


'''Queue Board 3.0''' is built with the innovaphone SDK 15r1. Its versions start with 1510000 (current release: 1510002).

'''Queue Board 2.0''' starts with Queue Board version 133013 sr8. Queue Board 2.0 has '''multi queue''' functionality. '''With this version, the licensing changed to innovaphone licensing.'''
The service release number is lower than that of the last Queue Board 1.0 version, because the innovaphone SDK sr8 is used, so that older systems can also use Queue Board 2.0.

===Compatible innovaphone firmware versions===


* MediaRunway Queue Board 1.0 (132xxx sr18, 133xxx final)
** innovaphone V13r2, V13r3
* MediaRunway Queue Board 2.0 (133x1x sr8)
** innovaphone V13r3, V14r1
* MediaRunway Queue Board 3.0 (1510002)
** innovaphone V15r1

===Application versions used for interop testing===



* MediaRunway Queue Board 1.0 (132xxx sr18, 133xxx final)

** innovaphone IPVA V13r2sr18
** innovaphone IPVA V13r3final
* MediaRunway Queue Board 2.0 (133x1x sr8)
** innovaphone V13r3
* MediaRunway Queue Board 3.0 (1510002)
** innovaphone V15r1

==Configuration==









After installation, open the Admin App and configure QueueBoard in this order:

# '''PBX''' - in a master / slave scenario, enter the PBX name.
# '''Queues''' - add a queue for each Waiting Queue you want to monitor and adjust the queue settings (wrap-up, support reasons, SLA, alarms).
# '''Email''' - enter your mail server data and send a test e-mail (only needed for mail reports).
# '''Mail reports''' - create the reports you need.

Agents and supervisors need no further configuration - they open their app and select their queues.

=== Alert and pre-alert thresholds ===

==== Waiting calls ====
The pre-alert value should be smaller than the alert value, because the alert is a maximum value.

==== Ready team members ====
The pre-alert value should be greater than the alert value, because the alert is a minimum value.

The values that can be set for alert and pre-alert depend on the two switch settings in the "Ready agents" section of the queue editor in the Queue Board admin app ("Count only primary group" and "Count logged in, offline agents").

=== Grant access to APIs ===
[[Image:PBXobjApiAccess.png|/PBXobjApiAccess.png]]

Only set this on the Queue Board admin PBX app object, not on the Queue Board user, dashboard or supervisor PBX app objects!
* Shows the required API access rights of the Queue Board admin PBX app object in the advanced admin UI.
* In the input field "Licenses", enter the number of licensed waiting queues.
* The user, dashboard and supervisor PBX app objects have none of these checkmarks set and no license number in the input field. This is only done in the Queue Board admin PBX app object.

==Installation==








The steps of the installation process are the same as [[Howto:Callback - MediaRunway - Partner App#Install app from App Store|described in this article]], only with different names. You have to install the app, add an app instance and add the app objects.

After installing the app, adding the app instance and the app objects for the users, supervisors and administrators, QueueBoard is ready to use.

'''Brief summary of the installation'''

# Install the app from the app store.
# Create an instance of the app. Values needed: Name (e.g. "queueboard", no blanks please) - Domain (your platform domain) - App Password (generate one, e.g. with 15 characters) - DB Password (generate one, e.g. with 15 characters) - other values will be filled up automatically.
# Add the app objects with the AP Manager app (when selecting the name, please do not use spaces): '''QueueBoard User''' for agents, '''QueueBoard Supervisor''' for supervisors, '''QueueBoard Dashboard''' for monitors and '''QueueBoard Admin''' for administrators.
# Assign the app objects to the users or groups who should see them.

==Known Issues==
- Do not activate the checkbox for SOAP in the monitored waiting queue PBX object, because then a connected call will not be shown as connected. Because of this, you cannot use the IQM in parallel with the Queue Board to correctly monitor the waiting queue in both applications.

- Concerning the sending of e-mails: if IPv6 is used in your network, e-mails may not be delivered. The SMTP client from the innovaphone SDK will be updated in an upcoming platform version to eliminate the problem.

==Contact==




{|
| MediaRunway GmbH & Co. KG
|-
| Venloer Str. 8
|-
| D-41569 Rommerskirchen
|-
| Tel: +49 2183 80628-0
|-
| Sales: [mailto:myApps-sales@mediarunway.com myApps-sales@mediarunway.com]
|-
| Support / Presales: [mailto:myApps-support@mediarunway.com myApps-support@mediarunway.com]
|-
| Website: [https://www.mediarunway.com/ MediaRunway.com]
|}

For any questions please refer to [https://mediarunway.com/contact/ our contact page].

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N.schmitz:

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MediaRunway-queueboard

Howto:Queueboard - MediaRunway - Partner App

2026-11-05T08:51:21Z

N.schmitz: Remove "QB" abbreviation from app names; remove obsolete settings "Use PBX wrap-up time" and "Count presence-independent"

[[Image:Mediarunway_company_logo_200.png||200px|right]]

==Product Name==



MediaRunway [https://mediarunway.com/myapps/ Queue Board]

==Certification Status==

{{Template:Compat_Status_referral_product_new|type=App}}

This App has been listed April 2023.

==Category==

[[Category:Partner_Apps|{{PAGENAME}}]]
{{Category:3rdParty Contact Center Applications}}
[[Category:3rdParty Contact Center Applications|{{PAGENAME}}]]

{{Category:3rdParty_Reporting_/_Monitoring}}
[[Category:3rdParty_Reporting_/_Monitoring|{{PAGENAME}}]]

==Vendor==



[[Image:Mediarunway_company_logo_150_2.png|150px]]




MediaRunway is an ITC enterprise that provides its customers with contemporary IT services in all areas - Your business, our solution.


[https://www.mediarunway.com/ MediaRunway - About us]

==Description==




[[Image:MediaRunway-queueboard.png]]





QueueBoard is a myApps app suite for innovaphone that gives agents, supervisors and administrators a complete view of their call queues (innovaphone Waiting Queues). It turns the raw queue data of the PBX into live dashboards, a guided call-handling workflow and detailed statistics.

QueueBoard combines four apps in one product:

* '''User App''' - the agent workspace: see waiting and abandoned calls, accept calls, document them, handle wrap-up and call customers back.
* '''Supervisor App''' - the supervisor workspace: monitor several queues side by side, analyze statistics, export data and schedule e-mail reports.
* '''Dashboard App''' - a large-screen display for wall monitors showing the most important queue figures at a glance.
* '''Admin App''' - the administration area: create and configure queues, alarm thresholds, PBX connection, e-mail settings and report schedules.

Everything updates live - there is no need to refresh. The interface is available in English, German, French, Italian and Polish.


[https://mediarunway.com/myapps/ MediaRunway - About this application]





==Functions==




This chapter describes every function of the four apps. The screenshots show the apps running inside the innovaphone myApps client.

=== Admin App ===
[[Image:QueueBoard-adminAppIcon.png]]

The Admin App is where QueueBoard is set up. The menu in the top right corner opens the pages '''Queues''', '''PBX''', '''Email''' and '''Mail reports'''.

==== Queues ====

QueueBoard works with queues. A QueueBoard queue is linked to one innovaphone Waiting Queue of the PBX and carries all QueueBoard-specific settings. The overview shows every queue as a card with its name and the linked PBX queue.

* '''Add''' creates a new queue.
* '''Edit''' opens the queue editor.
* '''Delete''' removes the queue from QueueBoard (the Waiting Queue on the PBX is not touched).
* A PBX Waiting Queue can only be linked to one QueueBoard queue.

[[Image:QueueBoard3-AdminApp-Queues.png|560px]]
''Queue overview''

==== Queue editor ====

Each setting has an info icon with a short explanation. The settings are grouped into sections:

'''General'''

{| class="wikitable"
|-
! Setting !! Description
|-
| '''Name''' || The name shown for this queue in all apps.
|-
| '''Target queue''' || The PBX Waiting Queue that is tracked by this queue.
|-
| '''Time zone''' || Used for statistics and for scheduled data deletion.
|}

'''Ready agents''' - defines who counts as ready:

{| class="wikitable"
|-
! Setting !! Description
|-
| '''Count only primary group''' || Only agents who are logged in to their primary group are counted.
|-
| '''Count logged in, offline agents''' || Agents who are logged in to the queue but whose presence is offline are counted as well.
|}

'''Wrap-up'''

{| class="wikitable"
|-
! Setting !! Description
|-
| '''Initial time (seconds)''' || How long an agent has to complete the wrap-up. When the time is over, the wrap-up closes automatically. '''0''' disables wrap-up, '''-1''' means no time limit.
|-
| '''Extend time (seconds)''' || If set, agents can extend their wrap-up by this amount with the '''Extend''' button.
|-
| '''Support reasons''' || The list of reasons agents can choose from when documenting a call. Add entries with '''+'''.
|}

'''SLA'''

{| class="wikitable"
|-
! Setting !! Description
|-
| '''SLA time''' || Target in seconds within which a call should be answered. Agents and supervisors see the percentage of calls answered within this time.
|-
| '''Reset SLA counter''' || The time of day at which the SLA counter starts again.
|}

'''Abandoned calls'''

{| class="wikitable"
|-
! Setting !! Description
|-
| '''Reset abandoned calls counter''' || When the counter of the Abandoned widget is reset: '''Count of 'Abandoned calls' widget''' (the counter equals the number of entries in the list), '''Hide''' (not shown), '''Every hour''' or a fixed time of day.
|-
| '''Delete list entries (after days)''' || Entries older than this are removed from the abandoned list. '''0''' hides the list, '''-1''' never deletes.
|}

'''Alarms / Warnings''' - every key figure has a “Warning at” (orange) and an “Alarm at” (red) value. When the value is reached, the tile changes color in the User, Supervisor and Dashboard app:

{| class="wikitable"
|-
! Key figure !! Triggers when
|-
| '''SLA below (%)''' || the SLA percentage drops below the value.
|-
| '''Number of waiting calls''' || the number of waiting calls exceeds the value.
|-
| '''Number of ready agents (below)''' || the number of ready agents drops below the value.
|-
| '''Wait time (seconds)''' || the current longest wait time exceeds the value.
|-
| '''Number of abandoned calls''' || the number of abandoned calls exceeds the value.
|-
| '''Number of agents on the phone''' || the number of agents on a call exceeds the value.
|-
| '''Number of agents in wrap-up''' || the number of agents in wrap-up exceeds the value.
|}

'''Statistics'''

{| class="wikitable"
|-
! Setting !! Description
|-
| '''Week start''' || The first day of the week in the supervisor statistics.
|-
| '''Delete statistics (after days)''' || When call and agent data is deleted. This also affects the abandoned calls counter.
|-
| '''Write agent data''' || Records statistics per agent. Also determines whether an agent can see which colleague a caller last spoke to.
|-
| '''Anonymize agent data''' || Replaces agent names in team statistics and exports by random labels.
|}

'''Advanced'''

{| class="wikitable"
|-
! Setting !! Description
|-
| '''Allow Supervisor presence change''' || Supervisors can change the presence of their agents.
|-
| '''Allow picking waiting calls''' || Agents can pick up a call directly from the waiting calls widget.
|-
| '''Callback request DTMF''' || If set, a caller who enters this DTMF code ends the call and is listed as an abandoned call - a simple way to offer a callback request.
|}

'''Supervisors'''

{| class="wikitable"
|-
! Setting !! Description
|-
| '''Enable whitelist''' || When enabled, only the supervisors you assign can access this queue in the Supervisor App.
|}

[[Image:QueueBoard3-AdminApp-QueueEditor-1.png|560px]]
''Queue editor - general, ready agents, wrap-up and SLA''

[[Image:QueueBoard3-AdminApp-QueueEditor-2.png|560px]]
''Queue editor - abandoned calls and alarms / warnings''

[[Image:QueueBoard3-AdminApp-QueueEditor-3.png|560px]]
''Queue editor - statistics, advanced and supervisors''

==== PBX ====

In a master / slave scenario with several PBXes, enter the name of the PBX that QueueBoard has to work with. Press '''Save''' to apply.

[[Image:QueueBoard3-AdminApp-PBX.png|520px]]
''PBX settings''

==== Email ====

Mail reports need a mail account to send from. Enter the data of your mail server and press '''Save''':

{| class="wikitable"
|-
! Field !! Description
|-
| '''Server''' || Address and port of your SMTP server.
|-
| '''Host''' || Host name.
|-
| '''Username / Password''' || Login of the mail account. The password is hidden; use the eye icon to show it.
|-
| '''Email address''' || The sender address of the reports.
|-
| '''Display name''' || The sender name recipients see.
|-
| '''Signature''' || Text added at the end of every report e-mail.
|}

Use the '''Test''' card to check your settings: enter a recipient and press '''Send test email'''.

[[Image:QueueBoard3-AdminApp-Email.png|520px]]
''Email settings and test''

==== Mail reports ====

Create and manage automatic e-mail reports for every queue. A report card shows the report name, its queue, interval, weekday, delivery time and number of recipients.

{| class="wikitable"
|-
! Field !! Description
|-
| '''Name''' || Name of the report.
|-
| '''Queue''' || The queue the report is about.
|-
| '''Interval''' || '''Daily (today)''', '''Daily (yesterday)''', '''Daily (24h)''', '''Weekly''', '''Weekly (24/7)''' or '''Monthly'''.
|-
| '''Weekday''' || The day on which weekly reports are sent.
|-
| '''Delivery time''' || The time of day the e-mail is sent.
|-
| '''From / To''' || The time-of-day window the report covers.
|-
| '''Recipients''' || One or more e-mail addresses that receive the report.
|}

[[Image:QueueBoard3-AdminApp-Reports.png|560px]]
''Mail reports overview''

[[Image:QueueBoard3-AdminApp-ReportEditor.png|440px]]
''Mail report editor''

=== User App ===
[[Image:QueueBoard-userAppIcon.png]]

The User App is the daily workspace for call-center agents. It is split into a sidebar on the left (your status and your queues) and a content area on the right (the live widgets of the selected queue).

==== Overview of the workspace ====

* Select a queue in the sidebar to open its live widgets in the content area.
* The widgets show caller statistics, team status, waiting calls, abandoned calls and the team.
* Everything updates in real time; wait times count up every second.
* Widgets can be arranged, resized, hidden or opened in their own window (popout).

[[Image:QueueBoard3-UserApp-Overview.png|560px]]
''User App - sidebar with queues and the live widgets of the selected queue''

==== Sidebar: your status, search and queues ====

* '''Profile and presence''' - shows your name, picture and current presence (Available, On the phone, Wrap-up, …). The presence color follows your PBX status.
* '''Log out button''' - next to your profile, logs you out of all queues at once. The same button logs you in to all queues again (your previous group selection is restored).
* '''Search''' - search for users and callers. Press '''Ctrl + K''' (⌘ + K on Mac) to jump straight into the search field.
* '''Queue list''' - every queue you are a member of is listed with its name and the number of waiting calls and ready agents.
* '''Log in / log out per queue''' - the arrow button next to each queue logs you in or out of that queue.

==== Selecting groups ====

A queue can consist of several agent groups - for example a primary group and additional groups for other skills. Choose the '''Groups''' button of a queue to open the group selector. Switch the groups you want to be logged in to and confirm with '''Save'''.

* '''Primary group''' - your main group in this queue.
* '''Other / secondary groups''' - additional groups you can join or leave as needed.
* The login indicator of the queue shows whether you are logged in to the primary group, only to other groups, or logged out - and whether your phone is currently active.

[[Image:QueueBoard3-UserApp-GroupSelector.png|520px]]
''Group selector''

==== Caller statistics and team status ====

The two rows of tiles at the top of the content area give you the current situation of the queue:

{| class="wikitable"
|-
! Tile !! Meaning
|-
| '''Wait time''' || The wait time of the longest-waiting caller right now.
|-
| '''SLA''' || Percentage of calls answered within the configured SLA time (for example 30 s). The SLA time is shown in the tile title.
|-
| '''Waiting''' || Number of callers currently waiting in the queue.
|-
| '''Abandoned''' || Number of callers who hung up before being answered. The second number shows how many of them are still open (no callback yet).
|-
| '''Ready''' || Agents who are ready to take a call, compared to the number of agents logged in. Hover the info icon to see which colors count as ready.
|-
| '''On a call''' || Agents currently on a call in this queue. The second number shows agents on a call for another queue or a private call.
|-
| '''Wrap-up''' || Agents who are currently documenting a finished call.
|}

'''Warning and alarm colors:''' When a value reaches its warning or alarm threshold (defined by the administrator), the tile changes color - orange for a warning, red for an alarm.

==== Waiting calls ====

* Lists all callers currently waiting, with name or phone number and a live wait-time counter.
* Colored markers on the left show the type of caller: regular call, VIP caller or emergency call.
* Wait-time badges change color the longer the caller waits.
* If the administrator has enabled it, you can '''pick up''' a waiting call directly from the list.
* Use the filter button to sort by wait time (longest first or shortest first).

[[Image:QueueBoard3-UserApp-WaitingCalls-Sort.png|360px]]
''Waiting calls - sorting''

==== Abandoned calls ====

The Abandoned list shows callers who hung up before an agent answered, so that no customer is forgotten.

* Each entry shows the caller, how many times the caller has abandoned and how many callback attempts have already been made.
* While a colleague is calling a customer back, the entry shows '''Callback by <name>''' so that nobody calls twice.
* Use the '''phone button''' to call the customer back directly.
* Use the '''note button''' to open the caller history (see below).
* '''Calling back does not remove the entry.''' An abandoned call stays in the list after you have called the customer back. It is removed automatically as soon as the customer calls again and is connected to an agent. You can also close it manually with '''Close open callback''' in the caller history.
* Old entries are removed automatically after the number of days defined by the administrator.
* Sort by last update, creation time or number of abandoned calls - ascending or descending.

[[Image:QueueBoard3-UserApp-AbandonedCalls-Sort.png|360px]]
''Abandoned calls - sorting''

==== Team ====

* Shows all agents of the queue with picture, name, presence and - while on a call - the number they are talking to.
* Wrap-up and ringing states are shown as badges.
* Call a colleague directly with the phone button.
* Sort by status or name, and hide inactive agents with the '''Inactive''' filter.

[[Image:QueueBoard3-UserApp-Team-Filter.png|360px]]
''Team - sorting and filter''

==== Layout settings ====

Open '''Layout''' in the top right corner to adapt the workspace to your screen and your way of working:

{| class="wikitable"
|-
! Setting !! Description
|-
| '''View''' || Arrange the widgets as a '''Grid''', as a '''List''' (below each other) or as a '''Horizontal list''' (side by side).
|-
| '''Widget height''' || Small, Medium, Large or Custom - a slider lets you choose a free height.
|-
| '''Widgets''' || Show or hide Caller statistics, Team status, Calls, Abandoned and Team.
|-
| '''Hide widget after popout''' || When enabled, a widget that you open in its own window disappears from the workspace.
|}

Each list widget has a '''popout button''' that opens it in a separate window - ideal for a second monitor. Widgets can also be re-ordered by drag and drop.

[[Image:QueueBoard3-UserApp-Layout.png|560px]]
''Layout settings''

==== Incoming calls ====

When a call from the queue is offered to you, a call popup appears at the bottom of the sidebar - even if the app is in the background of the page. The popup shows:

* The caller's name or number and the queue the call comes from.
* A hint about the caller's history: '''New customer''', the number of '''missed calls''', or '''who the caller last talked to and when'''.
* A running timer.

Press '''Accept''' to take the call, or the red button to decline.

[[Image:QueueBoard3-UserApp-IncomingCall.png|560px]]
''Incoming call popup''

==== Current call: documentation and call information ====

As soon as you accept a call, the content area switches to the '''Current call''' view. A tab at the top shows the running call with its timer next to the queue tab, so you can switch back to the queue at any time without losing the call.

* '''Support reason''' - select the reason for the call from the list defined by the administrator.
* '''Documentation''' - write down what the call was about. Your text is saved automatically when you end the call or complete the wrap-up.
* '''Call information''' - caller name and phone number with a copy button for each.
* '''Progress''' - a live timeline of the call: waiting in the queue, alerting, connected and wrap-up, each with its duration.
* '''Call history''' - earlier notes, accepted calls and abandoned calls of this caller (see below).

[[Image:QueueBoard3-UserApp-CurrentCall.png|560px]]
''Current call - documentation and call information''

[[Image:QueueBoard3-UserApp-CurrentCall-FilledOut.png|560px]]
''Current call - support reason and documentation filled out''

==== Wrap-up ====

After the call ends, you stay in '''wrap-up''' so you can finish your documentation without being offered the next call. The wrap-up box at the bottom of the sidebar shows a countdown.

* '''Extend''' - adds more wrap-up time (the amount is configured per queue).
* '''Stop''' - completes the wrap-up immediately, saves your documentation and sets you ready again.
* When the time is over, the wrap-up closes automatically and your documentation is saved.
* Your presence shows '''Wrap-up''' during this time, and colleagues and supervisors see it in the team status.

[[Image:QueueBoard3-UserApp-Wrapup.png|560px]]
''Wrap-up with documentation and the Extend / Stop buttons''

==== Caller history and notes ====

Open the caller history from an abandoned call, the current call or the search. It collects everything that is known about the caller on three tabs:

{| class="wikitable"
|-
! Tab !! Content
|-
| '''Notes''' || Wrap-up documentation (with support reason), manual notes and callback notes written by all agents - with author, time and picture.
|-
| '''Accepted''' || Calls that were answered, with duration and the agent who handled them.
|-
| '''Abandoned''' || Calls the caller abandoned. A warning icon marks abandoned calls that are still open.
|}

The '''Week''', '''Month''' and '''All''' switches limit the list to a time range and show how many entries each range contains. At the bottom you can:

* '''Call back''' - call the customer immediately.
* '''Close open callback''' - mark all open abandoned calls of this caller as done, optionally with a comment.
* '''Add note''' - write a note for the caller (Ctrl + Enter saves).
* Delete a manual note with the trash icon.

[[Image:QueueBoard3-UserApp-CallerHistory-Notes.png|560px]]
''Caller history - notes''

[[Image:QueueBoard3-UserApp-CallerHistory-Accepted.png|560px]]
''Caller history - accepted calls''

[[Image:QueueBoard3-UserApp-CallerHistory-Abandoned.png|560px]]
''Caller history - abandoned calls''

=== Supervisor App ===
[[Image:QueueBoard-supervisorAppIcon.png]]

The Supervisor App is used to monitor several queues at the same time and to analyze what happened. The menu in the top right corner switches between four pages: '''Queues''', '''Statistics''', '''Export''' and '''Mail reports'''.

==== Queues ====

The Queues page shows one column per monitored queue, side by side. You decide which queues are shown and in which order.

* '''Add a queue''' with the dashed placeholder at the right edge; '''remove''' it with the red X in the column header.
* '''Re-order''' columns by dragging the handle in the column header.
* Each column shows the same live information as the agents' workspace: caller statistics, team status, a statistics table and lists.
* The '''statistics table''' shows Sum, Max and Average of wait time, waiting calls and abandoned calls for a selectable period: This hour, Last 60 minutes, Last 24 hours, 24-48 hours ago, Today, Yesterday, This week, Last week, Last 4 weeks, This month, Last month, Last 30 days, 30-60 days ago, This year, Last year or All time.
* The '''lists''' switch between Calls, Abandoned and Team. In the team list a supervisor can call an agent directly. The login / logout button of an agent opens the group selection, so the supervisor can log the agent in or out of the groups of the queue. If '''Allow Supervisor presence change''' is enabled for the queue, the supervisor can also change the presence of the agent there.

[[Image:QueueBoard3-SupervisorApp-Queues.png|560px]]
''Supervisor - queues side by side (Calls and Abandoned lists)''

[[Image:QueueBoard3-SupervisorApp-Queues-Team.png|560px]]
''Supervisor - the Team list of a queue''

==== Widget settings per queue ====

The settings button in each column header lets you decide which of the three sections the column displays: '''Statistics''', '''Statistics table''' and '''Lists'''. Hide what you do not need to fit more queues on the screen.

[[Image:QueueBoard3-SupervisorApp-WidgetSettings.png|420px]]
''Widget settings of a queue column''

==== Statistics ====

The Statistics page contains detailed charts for one queue. The switch in the top right corner changes between '''Queues''' (call figures) and '''Team''' (figures per agent).

The toolbar offers the following controls:

{| class="wikitable"
|-
! Control !! Description
|-
| '''Queue selector''' || Choose the queue to analyze.
|-
| '''Date range''' || The period (from and to date) the charts are calculated for.
|-
| '''Auto-reload''' || No reload, every 5 minutes or every 15 minutes.
|-
| '''Comparison mode''' || Shows a second date range as baseline. The selected period is compared with it, and the chart tooltips show the value compared to the baseline.
|-
| '''Reload button''' || Reloads the data immediately.
|-
| '''PDF''' || Downloads the currently shown statistics as a PDF document.
|}

==== Queue statistics ====

* '''Key figures''' - Total, Accepted, Forwarded and Abandoned calls, plus the number of calls by wait time: 0-10 s, 11-20 s, 21-30 s and over 30 s.
* '''Availability''' - a pie chart showing how the calls were distributed: abandoned, forwarded and accepted, split by wait time.
* '''Call volume over the day (cumulated)''' - calls per quarter of an hour, split into accepted, forwarded and abandoned.
* '''Call volume during the week (cumulated)''' and '''Percentage call volume during the week''' - absolute and relative volume per weekday.
* '''Wait time over the day (cumulated)''' - how many callers waited 0-10 s, 11-20 s, 21-30 s and longer, per time of day.
* '''Wait time over the week (average)''' - a heat map of the average wait time in seconds by weekday and hour. Dark red cells show your problem hours.
* '''Transferred calls over the day (cumulated)''' - the number of calls that were transferred.

[[Image:QueueBoard3-SupervisorApp-Statistics-1.png|560px]]
''Queue statistics - key figures and availability''

[[Image:QueueBoard3-SupervisorApp-Statistics-2.png|560px]]
''Call volume over the day (cumulated)''

[[Image:QueueBoard3-SupervisorApp-Statistics-3.png|560px]]
''Call volume during the week and wait time over the day''

[[Image:QueueBoard3-SupervisorApp-Statistics-4.png|560px]]
''Wait time heat map''

[[Image:QueueBoard3-SupervisorApp-Statistics-5.png|560px]]
''Transferred calls over the day''

[[Image:QueueBoard3-SupervisorApp-Statistics-6.png|560px]]
''Transferred calls over the day - chart detail''

==== Team statistics ====

* '''Accepted calls per agent''' - timeline of the calls each agent answered.
* '''Total talk time per agent''' and '''Average talk time per agent'''.
* '''Transferred calls per agent'''.
* '''Group logins per agent''' - when each agent was logged in to the queue's groups. Use the slider below the chart to zoom into a period.

If the administrator has enabled '''Anonymize agent data''' for the queue, agent names in the team statistics are replaced by random labels. The labels differ in every report, so single agents cannot be tracked across reports.

[[Image:QueueBoard3-SupervisorApp-TeamStatistics-1.png|560px]]
''Team statistics - accepted calls and talk time per agent''

[[Image:QueueBoard3-SupervisorApp-TeamStatistics-2.png|560px]]
''Team statistics - talk time and transferred calls''

[[Image:QueueBoard3-SupervisorApp-TeamStatistics-3.png|560px]]
''Team statistics - transferred calls and group logins''

[[Image:QueueBoard3-SupervisorApp-TeamStatistics-4.png|560px]]
''Team statistics - group logins per agent with period slider''

==== Export ====

The Export page creates a data file for further processing in spreadsheets or other tools. Select what you want to export and press '''Export''':

{| class="wikitable"
|-
! Field !! Description
|-
| '''Type''' || '''Calls''' (every call with its details) or '''Logins''' (the login times of your agents).
|-
| '''Queue''' || A single queue or all queues.
|-
| '''Agent''' || A single agent or all agents (only available when a queue is chosen).
|-
| '''From / To''' || The period to export.
|}

[[Image:QueueBoard3-SupervisorApp-Export.png|560px]]
''Export page''

==== Mail reports ====

Mail reports send queue statistics automatically by e-mail on a schedule. Supervisors and administrators can manage reports. See the Admin App chapter for a description of all fields.

* '''Create report''' adds a new report. '''Edit''' opens it and '''Delete''' removes it.
* Every report card shows its interval, weekday, delivery time and the number of recipients.

[[Image:QueueBoard3-SupervisorApp-Reports.png|560px]]
''Mail reports overview''

[[Image:QueueBoard3-SupervisorApp-ReportEditor.png|440px]]
''Mail report editor''

=== Dashboard App ===
[[Image:QueueBoard-dashboardAppIcon.png]]

The Dashboard App is made for wall monitors and shared screens. It shows the most important figures of one queue in large tiles that can be read from across the room.

* Select the queue with the selector next to the queue name at the top.
* '''Caller statistics:''' wait time, number of waiting calls and abandoned calls.
* '''Team status:''' ready agents (out of logged-in agents), agents on a call and agents in wrap-up.
* Tiles turn '''orange''' (warning) or '''red''' (alarm) when the thresholds defined for the queue are reached - so a problem is visible immediately.
* The dashboard updates live and needs no interaction.

[[Image:QueueBoard3-DashboardApp.png|560px]]
''Dashboard App''

==Multi-PBX ready==
QueueBoard can be used in master / slave scenarios. Enter the name of the PBX that QueueBoard has to work with in the PBX page of the Admin App (see Configuration).

==Licensing==


* With Queue Board 2.0, the licensing changed to [https://www.innovaphone.com/en/services/licenses/partner-apps.html?app=queueboard&type=license#queueboard this licensing model].
* [[#Grant_access_to_APIs|See the description]] of where to add the queue licenses.
* The users must be assigned the user, supervisor or dashboard app license.
* See Configuration > Grant access to APIs for where to configure the service (waiting queue) license.

QueueBoard uses the innovaphone licensing of your PBX. Licenses are assigned per queue: the available licenses are assigned to your queues in the order the queues were created. A queue without a license shows a '''No license''' notice instead of its content.

Until a license is installed, the app runs as a trial version. A notice at the bottom of the screen shows that the unlicensed trial version is in use, or until when the app is free to use.

Please contact MediaRunway or your reseller for details on licenses.

==Prerequisites==





* An innovaphone PBX and Application Platform
* Valid licenses
* One or more innovaphone Waiting Queues on the PBX that QueueBoard should monitor
* A mail account (SMTP) if you want to use mail reports (optional)
* A modern web browser or the innovaphone myApps client

For this app, you need '''no extra Windows server''' or client software, only the myApps platform and the myApps client (installed or opened in a browser).

A waiting queue must be configured in the PBX, together with a group and group members for that waiting queue. The group should only be used for this waiting queue: if the same group is used for another waiting queue, the user will dyn-in/dyn-out of more than one waiting queue. One waiting queue can have more than one group configured, for example to distinguish the users of the primary group from the other users. This is not specific to the Queue Board app, it is basic innovaphone admin knowledge.

==Versions==


'''Queue Board 3.0''' is built with the innovaphone SDK 15r1. Its versions start with 1510000 (current release: 1510002).

'''Queue Board 2.0''' starts with Queue Board version 133013 sr8. Queue Board 2.0 has '''multi queue''' functionality. '''With this version, the licensing changed to innovaphone licensing.'''
The service release number is lower than that of the last Queue Board 1.0 version, because the innovaphone SDK sr8 is used, so that older systems can also use Queue Board 2.0.

===Compatible innovaphone firmware versions===


* MediaRunway Queue Board 1.0 (132xxx sr18, 133xxx final)
** innovaphone V13r2, V13r3
* MediaRunway Queue Board 2.0 (133x1x sr8)
** innovaphone V13r3, V14r1
* MediaRunway Queue Board 3.0 (1510002)
** innovaphone V15r1

===Application versions used for interop testing===



* MediaRunway Queue Board 1.0 (132xxx sr18, 133xxx final)

** innovaphone IPVA V13r2sr18
** innovaphone IPVA V13r3final
* MediaRunway Queue Board 2.0 (133x1x sr8)
** innovaphone V13r3
* MediaRunway Queue Board 3.0 (1510002)
** innovaphone V15r1

==Configuration==









After installation, open the Admin App and configure QueueBoard in this order:

# '''PBX''' - in a master / slave scenario, enter the PBX name.
# '''Queues''' - add a queue for each Waiting Queue you want to monitor and adjust the queue settings (wrap-up, support reasons, SLA, alarms).
# '''Email''' - enter your mail server data and send a test e-mail (only needed for mail reports).
# '''Mail reports''' - create the reports you need.

Agents and supervisors need no further configuration - they open their app and select their queues.

=== Alert and pre-alert thresholds ===

==== Waiting calls ====
The pre-alert value should be smaller than the alert value, because the alert is a maximum value.

==== Ready team members ====
The pre-alert value should be greater than the alert value, because the alert is a minimum value.

The values that can be set for alert and pre-alert depend on the two switch settings in the "Ready agents" section of the queue editor in the Queue Board admin app ("Count only primary group" and "Count logged in, offline agents").

=== Grant access to APIs ===
[[Image:PBXobjApiAccess.png]]

Only set this on the Queue Board admin PBX app object, not on the Queue Board user, dashboard or supervisor PBX app objects!
* Shows the required API access rights of the Queue Board admin PBX app object in the advanced admin UI.
* In the input field "Licenses", enter the number of licensed waiting queues.
* The user, dashboard and supervisor PBX app objects have none of these checkmarks set and no license number in the input field. This is only done in the Queue Board admin PBX app object.

==Installation==








The steps of the installation process are the same as [[Howto:Callback_-_MediaRunway_-_Partner_App#Install_app_from_App_Store|described in this article]], only with different names. You have to install the app, add an app instance and add the app objects.

After installing the app, adding the app instance and the app objects for the users, supervisors and administrators, QueueBoard is ready to use.

'''Brief summary of the installation'''

# Install the app from the app store.
# Create an instance of the app. Values needed: Name (e.g. "queueboard", no blanks please) - Domain (your platform domain) - App Password (generate one, e.g. with 15 characters) - DB Password (generate one, e.g. with 15 characters) - other values will be filled up automatically.
# Add the app objects with the AP Manager app (when selecting the name, please do not use spaces): '''QueueBoard User''' for agents, '''QueueBoard Supervisor''' for supervisors, '''QueueBoard Dashboard''' for monitors and '''QueueBoard Admin''' for administrators.
# Assign the app objects to the users or groups who should see them.

==Known Issues==
- Do not activate the checkbox for SOAP in the monitored waiting queue PBX object, because then a connected call will not be shown as connected. Because of this, you cannot use the IQM in parallel with the Queue Board to correctly monitor the waiting queue in both applications.

- Concerning the sending of e-mails: if IPv6 is used in your network, e-mails may not be delivered. The SMTP client from the innovaphone SDK will be updated in an upcoming platform version to eliminate the problem.

==Contact==




{|
| MediaRunway GmbH & Co. KG
|-
| Venloer Str. 8
|-
| D-41569 Rommerskirchen
|-
| Tel: +49 2183 80628-0
|-
| Sales: [mailto:myApps-sales@mediarunway.com myApps-sales@mediarunway.com]
|-
| Support / Presales: [mailto:myApps-support@mediarunway.com myApps-support@mediarunway.com]
|-
| Website: [https://www.mediarunway.com/ MediaRunway.com]
|}

For any questions please refer to [https://mediarunway.com/contact/ our contact page].

Howto:Queueboard - MediaRunway - Partner App

2026-11-05T08:47:51Z

N.schmitz: Queue Board 3.0 update: update pbx manager app name

[[Image:Mediarunway_company_logo_200.png||200px|right]]

==Product Name==



MediaRunway [https://mediarunway.com/myapps/ Queue Board]

==Certification Status==

{{Template:Compat_Status_referral_product_new|type=App}}

This App has been listed April 2023.

==Category==

[[Category:Partner_Apps|{{PAGENAME}}]]
{{Category:3rdParty Contact Center Applications}}
[[Category:3rdParty Contact Center Applications|{{PAGENAME}}]]

{{Category:3rdParty_Reporting_/_Monitoring}}
[[Category:3rdParty_Reporting_/_Monitoring|{{PAGENAME}}]]

==Vendor==



[[Image:Mediarunway_company_logo_150_2.png|150px]]




MediaRunway is an ITC enterprise that provides its customers with contemporary IT services in all areas - Your business, our solution.


[https://www.mediarunway.com/ MediaRunway - About us]

==Description==




[[Image:MediaRunway-queueboard.png]]





QueueBoard is a myApps app suite for innovaphone that gives agents, supervisors and administrators a complete view of their call queues (innovaphone Waiting Queues). It turns the raw queue data of the PBX into live dashboards, a guided call-handling workflow and detailed statistics.

QueueBoard combines four apps in one product:

* '''QB User''' - the agent workspace: see waiting and abandoned calls, accept calls, document them, handle wrap-up and call customers back.
* '''QB Supervisor''' - the supervisor workspace: monitor several queues side by side, analyze statistics, export data and schedule e-mail reports.
* '''QB Dashboard''' - a large-screen display for wall monitors showing the most important queue figures at a glance.
* '''QB Admin''' - the administration area: create and configure queues, alarm thresholds, PBX connection, e-mail settings and report schedules.

Everything updates live - there is no need to refresh. The interface is available in English, German, French, Italian and Polish.


[https://mediarunway.com/myapps/ MediaRunway - About this application]





==Functions==




This chapter describes every function of the four apps. The screenshots show the apps running inside the innovaphone myApps client.

=== Admin App (QB Admin) ===
[[Image:QueueBoard-adminAppIcon.png]]

The Admin App is where QueueBoard is set up. The menu in the top right corner opens the pages '''Queues''', '''PBX''', '''Email''' and '''Mail reports'''.

==== Queues ====

QueueBoard works with queues. A QueueBoard queue is linked to one innovaphone Waiting Queue of the PBX and carries all QueueBoard-specific settings. The overview shows every queue as a card with its name and the linked PBX queue.

* '''Add''' creates a new queue.
* '''Edit''' opens the queue editor.
* '''Delete''' removes the queue from QueueBoard (the Waiting Queue on the PBX is not touched).
* A PBX Waiting Queue can only be linked to one QueueBoard queue.

[[Image:QueueBoard3-AdminApp-Queues.png|560px]]
''Queue overview''

==== Queue editor ====

Each setting has an info icon with a short explanation. The settings are grouped into sections:

'''General'''

{| class="wikitable"
|-
! Setting !! Description
|-
| '''Name''' || The name shown for this queue in all apps.
|-
| '''Target queue''' || The PBX Waiting Queue that is tracked by this queue.
|-
| '''Time zone''' || Used for statistics and for scheduled data deletion.
|}

'''Ready agents''' - defines who counts as ready:

{| class="wikitable"
|-
! Setting !! Description
|-
| '''Count only primary group''' || Only agents who are logged in to their primary group are counted.
|-
| '''Count logged in, offline agents''' || Agents who are logged in to the queue but whose presence is offline are counted as well.
|-
| '''Count presence-independent''' || The agent state does not depend on the presence - except for wrap-up and on-call.
|}

'''Wrap-up'''

{| class="wikitable"
|-
! Setting !! Description
|-
| '''Initial time (seconds)''' || How long an agent has to complete the wrap-up. When the time is over, the wrap-up closes automatically. '''0''' disables wrap-up, '''-1''' means no time limit.
|-
| '''Extend time (seconds)''' || If set, agents can extend their wrap-up by this amount with the '''Extend''' button.
|-
| '''Use PBX wrap-up time''' || The PBX handles the presence after a call instead of QueueBoard (not recommended).
|-
| '''Support reasons''' || The list of reasons agents can choose from when documenting a call. Add entries with '''+'''.
|}

'''SLA'''

{| class="wikitable"
|-
! Setting !! Description
|-
| '''SLA time''' || Target in seconds within which a call should be answered. Agents and supervisors see the percentage of calls answered within this time.
|-
| '''Reset SLA counter''' || The time of day at which the SLA counter starts again.
|}

'''Abandoned calls'''

{| class="wikitable"
|-
! Setting !! Description
|-
| '''Reset abandoned calls counter''' || When the counter of the Abandoned widget is reset: '''Count of 'Abandoned calls' widget''' (the counter equals the number of entries in the list), '''Hide''' (not shown), '''Every hour''' or a fixed time of day.
|-
| '''Delete list entries (after days)''' || Entries older than this are removed from the abandoned list. '''0''' hides the list, '''-1''' never deletes.
|}

'''Alarms / Warnings''' - every key figure has a “Warning at” (orange) and an “Alarm at” (red) value. When the value is reached, the tile changes color in the User, Supervisor and Dashboard app:

{| class="wikitable"
|-
! Key figure !! Triggers when
|-
| '''SLA below (%)''' || the SLA percentage drops below the value.
|-
| '''Number of waiting calls''' || the number of waiting calls exceeds the value.
|-
| '''Number of ready agents (below)''' || the number of ready agents drops below the value.
|-
| '''Wait time (seconds)''' || the current longest wait time exceeds the value.
|-
| '''Number of abandoned calls''' || the number of abandoned calls exceeds the value.
|-
| '''Number of agents on the phone''' || the number of agents on a call exceeds the value.
|-
| '''Number of agents in wrap-up''' || the number of agents in wrap-up exceeds the value.
|}

'''Statistics'''

{| class="wikitable"
|-
! Setting !! Description
|-
| '''Week start''' || The first day of the week in the supervisor statistics.
|-
| '''Delete statistics (after days)''' || When call and agent data is deleted. This also affects the abandoned calls counter.
|-
| '''Write agent data''' || Records statistics per agent. Also determines whether an agent can see which colleague a caller last spoke to.
|-
| '''Anonymize agent data''' || Replaces agent names in team statistics and exports by random labels.
|}

'''Advanced'''

{| class="wikitable"
|-
! Setting !! Description
|-
| '''Allow Supervisor presence change''' || Supervisors can change the presence of their agents.
|-
| '''Allow picking waiting calls''' || Agents can pick up a call directly from the waiting calls widget.
|-
| '''Callback request DTMF''' || If set, a caller who enters this DTMF code ends the call and is listed as an abandoned call - a simple way to offer a callback request.
|}

'''Supervisors'''

{| class="wikitable"
|-
! Setting !! Description
|-
| '''Enable whitelist''' || When enabled, only the supervisors you assign can access this queue in the Supervisor App.
|}

[[Image:QueueBoard3-AdminApp-QueueEditor-1.png|560px]]
''Queue editor - general, ready agents, wrap-up and SLA''

[[Image:QueueBoard3-AdminApp-QueueEditor-2.png|560px]]
''Queue editor - abandoned calls and alarms / warnings''

[[Image:QueueBoard3-AdminApp-QueueEditor-3.png|560px]]
''Queue editor - statistics, advanced and supervisors''

==== PBX ====

In a master / slave scenario with several PBXes, enter the name of the PBX that QueueBoard has to work with. Press '''Save''' to apply.

[[Image:QueueBoard3-AdminApp-PBX.png|520px]]
''PBX settings''

==== Email ====

Mail reports need a mail account to send from. Enter the data of your mail server and press '''Save''':

{| class="wikitable"
|-
! Field !! Description
|-
| '''Server''' || Address and port of your SMTP server.
|-
| '''Host''' || Host name.
|-
| '''Username / Password''' || Login of the mail account. The password is hidden; use the eye icon to show it.
|-
| '''Email address''' || The sender address of the reports.
|-
| '''Display name''' || The sender name recipients see.
|-
| '''Signature''' || Text added at the end of every report e-mail.
|}

Use the '''Test''' card to check your settings: enter a recipient and press '''Send test email'''.

[[Image:QueueBoard3-AdminApp-Email.png|520px]]
''Email settings and test''

==== Mail reports ====

Create and manage automatic e-mail reports for every queue. A report card shows the report name, its queue, interval, weekday, delivery time and number of recipients.

{| class="wikitable"
|-
! Field !! Description
|-
| '''Name''' || Name of the report.
|-
| '''Queue''' || The queue the report is about.
|-
| '''Interval''' || '''Daily (today)''', '''Daily (yesterday)''', '''Daily (24h)''', '''Weekly''', '''Weekly (24/7)''' or '''Monthly'''.
|-
| '''Weekday''' || The day on which weekly reports are sent.
|-
| '''Delivery time''' || The time of day the e-mail is sent.
|-
| '''From / To''' || The time-of-day window the report covers.
|-
| '''Recipients''' || One or more e-mail addresses that receive the report.
|}

[[Image:QueueBoard3-AdminApp-Reports.png|560px]]
''Mail reports overview''

[[Image:QueueBoard3-AdminApp-ReportEditor.png|440px]]
''Mail report editor''

=== User App (QB User) ===
[[Image:QueueBoard-userAppIcon.png]]

The User App is the daily workspace for call-center agents. It is split into a sidebar on the left (your status and your queues) and a content area on the right (the live widgets of the selected queue).

==== Overview of the workspace ====

* Select a queue in the sidebar to open its live widgets in the content area.
* The widgets show caller statistics, team status, waiting calls, abandoned calls and the team.
* Everything updates in real time; wait times count up every second.
* Widgets can be arranged, resized, hidden or opened in their own window (popout).

[[Image:QueueBoard3-UserApp-Overview.png|560px]]
''User App - sidebar with queues and the live widgets of the selected queue''

==== Sidebar: your status, search and queues ====

* '''Profile and presence''' - shows your name, picture and current presence (Available, On the phone, Wrap-up, …). The presence color follows your PBX status.
* '''Log out button''' - next to your profile, logs you out of all queues at once. The same button logs you in to all queues again (your previous group selection is restored).
* '''Search''' - search for users and callers. Press '''Ctrl + K''' (⌘ + K on Mac) to jump straight into the search field.
* '''Queue list''' - every queue you are a member of is listed with its name and the number of waiting calls and ready agents.
* '''Log in / log out per queue''' - the arrow button next to each queue logs you in or out of that queue.

==== Selecting groups ====

A queue can consist of several agent groups - for example a primary group and additional groups for other skills. Choose the '''Groups''' button of a queue to open the group selector. Switch the groups you want to be logged in to and confirm with '''Save'''.

* '''Primary group''' - your main group in this queue.
* '''Other / secondary groups''' - additional groups you can join or leave as needed.
* The login indicator of the queue shows whether you are logged in to the primary group, only to other groups, or logged out - and whether your phone is currently active.

[[Image:QueueBoard3-UserApp-GroupSelector.png|520px]]
''Group selector''

==== Caller statistics and team status ====

The two rows of tiles at the top of the content area give you the current situation of the queue:

{| class="wikitable"
|-
! Tile !! Meaning
|-
| '''Wait time''' || The wait time of the longest-waiting caller right now.
|-
| '''SLA''' || Percentage of calls answered within the configured SLA time (for example 30 s). The SLA time is shown in the tile title.
|-
| '''Waiting''' || Number of callers currently waiting in the queue.
|-
| '''Abandoned''' || Number of callers who hung up before being answered. The second number shows how many of them are still open (no callback yet).
|-
| '''Ready''' || Agents who are ready to take a call, compared to the number of agents logged in. Hover the info icon to see which colors count as ready.
|-
| '''On a call''' || Agents currently on a call in this queue. The second number shows agents on a call for another queue or a private call.
|-
| '''Wrap-up''' || Agents who are currently documenting a finished call.
|}

'''Warning and alarm colors:''' When a value reaches its warning or alarm threshold (defined by the administrator), the tile changes color - orange for a warning, red for an alarm.

==== Waiting calls ====

* Lists all callers currently waiting, with name or phone number and a live wait-time counter.
* Colored markers on the left show the type of caller: regular call, VIP caller or emergency call.
* Wait-time badges change color the longer the caller waits.
* If the administrator has enabled it, you can '''pick up''' a waiting call directly from the list.
* Use the filter button to sort by wait time (longest first or shortest first).

[[Image:QueueBoard3-UserApp-WaitingCalls-Sort.png|360px]]
''Waiting calls - sorting''

==== Abandoned calls ====

The Abandoned list shows callers who hung up before an agent answered, so that no customer is forgotten.

* Each entry shows the caller, how many times the caller has abandoned and how many callback attempts have already been made.
* While a colleague is calling a customer back, the entry shows '''Callback by <name>''' so that nobody calls twice.
* Use the '''phone button''' to call the customer back directly.
* Use the '''note button''' to open the caller history (see below).
* '''Calling back does not remove the entry.''' An abandoned call stays in the list after you have called the customer back. It is removed automatically as soon as the customer calls again and is connected to an agent. You can also close it manually with '''Close open callback''' in the caller history.
* Old entries are removed automatically after the number of days defined by the administrator.
* Sort by last update, creation time or number of abandoned calls - ascending or descending.

[[Image:QueueBoard3-UserApp-AbandonedCalls-Sort.png|360px]]
''Abandoned calls - sorting''

==== Team ====

* Shows all agents of the queue with picture, name, presence and - while on a call - the number they are talking to.
* Wrap-up and ringing states are shown as badges.
* Call a colleague directly with the phone button.
* Sort by status or name, and hide inactive agents with the '''Inactive''' filter.

[[Image:QueueBoard3-UserApp-Team-Filter.png|360px]]
''Team - sorting and filter''

==== Layout settings ====

Open '''Layout''' in the top right corner to adapt the workspace to your screen and your way of working:

{| class="wikitable"
|-
! Setting !! Description
|-
| '''View''' || Arrange the widgets as a '''Grid''', as a '''List''' (below each other) or as a '''Horizontal list''' (side by side).
|-
| '''Widget height''' || Small, Medium, Large or Custom - a slider lets you choose a free height.
|-
| '''Widgets''' || Show or hide Caller statistics, Team status, Calls, Abandoned and Team.
|-
| '''Hide widget after popout''' || When enabled, a widget that you open in its own window disappears from the workspace.
|}

Each list widget has a '''popout button''' that opens it in a separate window - ideal for a second monitor. Widgets can also be re-ordered by drag and drop.

[[Image:QueueBoard3-UserApp-Layout.png|560px]]
''Layout settings''

==== Incoming calls ====

When a call from the queue is offered to you, a call popup appears at the bottom of the sidebar - even if the app is in the background of the page. The popup shows:

* The caller's name or number and the queue the call comes from.
* A hint about the caller's history: '''New customer''', the number of '''missed calls''', or '''who the caller last talked to and when'''.
* A running timer.

Press '''Accept''' to take the call, or the red button to decline.

[[Image:QueueBoard3-UserApp-IncomingCall.png|560px]]
''Incoming call popup''

==== Current call: documentation and call information ====

As soon as you accept a call, the content area switches to the '''Current call''' view. A tab at the top shows the running call with its timer next to the queue tab, so you can switch back to the queue at any time without losing the call.

* '''Support reason''' - select the reason for the call from the list defined by the administrator.
* '''Documentation''' - write down what the call was about. Your text is saved automatically when you end the call or complete the wrap-up.
* '''Call information''' - caller name and phone number with a copy button for each.
* '''Progress''' - a live timeline of the call: waiting in the queue, alerting, connected and wrap-up, each with its duration.
* '''Call history''' - earlier notes, accepted calls and abandoned calls of this caller (see below).

[[Image:QueueBoard3-UserApp-CurrentCall.png|560px]]
''Current call - documentation and call information''

[[Image:QueueBoard3-UserApp-CurrentCall-FilledOut.png|560px]]
''Current call - support reason and documentation filled out''

==== Wrap-up ====

After the call ends, you stay in '''wrap-up''' so you can finish your documentation without being offered the next call. The wrap-up box at the bottom of the sidebar shows a countdown.

* '''Extend''' - adds more wrap-up time (the amount is configured per queue).
* '''Stop''' - completes the wrap-up immediately, saves your documentation and sets you ready again.
* When the time is over, the wrap-up closes automatically and your documentation is saved.
* Your presence shows '''Wrap-up''' during this time, and colleagues and supervisors see it in the team status.

[[Image:QueueBoard3-UserApp-Wrapup.png|560px]]
''Wrap-up with documentation and the Extend / Stop buttons''

==== Caller history and notes ====

Open the caller history from an abandoned call, the current call or the search. It collects everything that is known about the caller on three tabs:

{| class="wikitable"
|-
! Tab !! Content
|-
| '''Notes''' || Wrap-up documentation (with support reason), manual notes and callback notes written by all agents - with author, time and picture.
|-
| '''Accepted''' || Calls that were answered, with duration and the agent who handled them.
|-
| '''Abandoned''' || Calls the caller abandoned. A warning icon marks abandoned calls that are still open.
|}

The '''Week''', '''Month''' and '''All''' switches limit the list to a time range and show how many entries each range contains. At the bottom you can:

* '''Call back''' - call the customer immediately.
* '''Close open callback''' - mark all open abandoned calls of this caller as done, optionally with a comment.
* '''Add note''' - write a note for the caller (Ctrl + Enter saves).
* Delete a manual note with the trash icon.

[[Image:QueueBoard3-UserApp-CallerHistory-Notes.png|560px]]
''Caller history - notes''

[[Image:QueueBoard3-UserApp-CallerHistory-Accepted.png|560px]]
''Caller history - accepted calls''

[[Image:QueueBoard3-UserApp-CallerHistory-Abandoned.png|560px]]
''Caller history - abandoned calls''

=== Supervisor App (QB Supervisor) ===
[[Image:QueueBoard-supervisorAppIcon.png]]

The Supervisor App is used to monitor several queues at the same time and to analyze what happened. The menu in the top right corner switches between four pages: '''Queues''', '''Statistics''', '''Export''' and '''Mail reports'''.

==== Queues ====

The Queues page shows one column per monitored queue, side by side. You decide which queues are shown and in which order.

* '''Add a queue''' with the dashed placeholder at the right edge; '''remove''' it with the red X in the column header.
* '''Re-order''' columns by dragging the handle in the column header.
* Each column shows the same live information as the agents' workspace: caller statistics, team status, a statistics table and lists.
* The '''statistics table''' shows Sum, Max and Average of wait time, waiting calls and abandoned calls for a selectable period: This hour, Last 60 minutes, Last 24 hours, 24-48 hours ago, Today, Yesterday, This week, Last week, Last 4 weeks, This month, Last month, Last 30 days, 30-60 days ago, This year, Last year or All time.
* The '''lists''' switch between Calls, Abandoned and Team. In the team list a supervisor can call an agent directly. The login / logout button of an agent opens the group selection, so the supervisor can log the agent in or out of the groups of the queue. If '''Allow Supervisor presence change''' is enabled for the queue, the supervisor can also change the presence of the agent there.

[[Image:QueueBoard3-SupervisorApp-Queues.png|560px]]
''Supervisor - queues side by side (Calls and Abandoned lists)''

[[Image:QueueBoard3-SupervisorApp-Queues-Team.png|560px]]
''Supervisor - the Team list of a queue''

==== Widget settings per queue ====

The settings button in each column header lets you decide which of the three sections the column displays: '''Statistics''', '''Statistics table''' and '''Lists'''. Hide what you do not need to fit more queues on the screen.

[[Image:QueueBoard3-SupervisorApp-WidgetSettings.png|420px]]
''Widget settings of a queue column''

==== Statistics ====

The Statistics page contains detailed charts for one queue. The switch in the top right corner changes between '''Queues''' (call figures) and '''Team''' (figures per agent).

The toolbar offers the following controls:

{| class="wikitable"
|-
! Control !! Description
|-
| '''Queue selector''' || Choose the queue to analyze.
|-
| '''Date range''' || The period (from and to date) the charts are calculated for.
|-
| '''Auto-reload''' || No reload, every 5 minutes or every 15 minutes.
|-
| '''Comparison mode''' || Shows a second date range as baseline. The selected period is compared with it, and the chart tooltips show the value compared to the baseline.
|-
| '''Reload button''' || Reloads the data immediately.
|-
| '''PDF''' || Downloads the currently shown statistics as a PDF document.
|}

==== Queue statistics ====

* '''Key figures''' - Total, Accepted, Forwarded and Abandoned calls, plus the number of calls by wait time: 0-10 s, 11-20 s, 21-30 s and over 30 s.
* '''Availability''' - a pie chart showing how the calls were distributed: abandoned, forwarded and accepted, split by wait time.
* '''Call volume over the day (cumulated)''' - calls per quarter of an hour, split into accepted, forwarded and abandoned.
* '''Call volume during the week (cumulated)''' and '''Percentage call volume during the week''' - absolute and relative volume per weekday.
* '''Wait time over the day (cumulated)''' - how many callers waited 0-10 s, 11-20 s, 21-30 s and longer, per time of day.
* '''Wait time over the week (average)''' - a heat map of the average wait time in seconds by weekday and hour. Dark red cells show your problem hours.
* '''Transferred calls over the day (cumulated)''' - the number of calls that were transferred.

[[Image:QueueBoard3-SupervisorApp-Statistics-1.png|560px]]
''Queue statistics - key figures and availability''

[[Image:QueueBoard3-SupervisorApp-Statistics-2.png|560px]]
''Call volume over the day (cumulated)''

[[Image:QueueBoard3-SupervisorApp-Statistics-3.png|560px]]
''Call volume during the week and wait time over the day''

[[Image:QueueBoard3-SupervisorApp-Statistics-4.png|560px]]
''Wait time heat map''

[[Image:QueueBoard3-SupervisorApp-Statistics-5.png|560px]]
''Transferred calls over the day''

[[Image:QueueBoard3-SupervisorApp-Statistics-6.png|560px]]
''Transferred calls over the day - chart detail''

==== Team statistics ====

* '''Accepted calls per agent''' - timeline of the calls each agent answered.
* '''Total talk time per agent''' and '''Average talk time per agent'''.
* '''Transferred calls per agent'''.
* '''Group logins per agent''' - when each agent was logged in to the queue's groups. Use the slider below the chart to zoom into a period.

If the administrator has enabled '''Anonymize agent data''' for the queue, agent names in the team statistics are replaced by random labels. The labels differ in every report, so single agents cannot be tracked across reports.

[[Image:QueueBoard3-SupervisorApp-TeamStatistics-1.png|560px]]
''Team statistics - accepted calls and talk time per agent''

[[Image:QueueBoard3-SupervisorApp-TeamStatistics-2.png|560px]]
''Team statistics - talk time and transferred calls''

[[Image:QueueBoard3-SupervisorApp-TeamStatistics-3.png|560px]]
''Team statistics - transferred calls and group logins''

[[Image:QueueBoard3-SupervisorApp-TeamStatistics-4.png|560px]]
''Team statistics - group logins per agent with period slider''

==== Export ====

The Export page creates a data file for further processing in spreadsheets or other tools. Select what you want to export and press '''Export''':

{| class="wikitable"
|-
! Field !! Description
|-
| '''Type''' || '''Calls''' (every call with its details) or '''Logins''' (the login times of your agents).
|-
| '''Queue''' || A single queue or all queues.
|-
| '''Agent''' || A single agent or all agents (only available when a queue is chosen).
|-
| '''From / To''' || The period to export.
|}

[[Image:QueueBoard3-SupervisorApp-Export.png|560px]]
''Export page''

==== Mail reports ====

Mail reports send queue statistics automatically by e-mail on a schedule. Supervisors and administrators can manage reports. See the Admin App chapter for a description of all fields.

* '''Create report''' adds a new report. '''Edit''' opens it and '''Delete''' removes it.
* Every report card shows its interval, weekday, delivery time and the number of recipients.

[[Image:QueueBoard3-SupervisorApp-Reports.png|560px]]
''Mail reports overview''

[[Image:QueueBoard3-SupervisorApp-ReportEditor.png|440px]]
''Mail report editor''

=== Dashboard App (QB Dashboard) ===
[[Image:QueueBoard-dashboardAppIcon.png]]

The Dashboard App is made for wall monitors and shared screens. It shows the most important figures of one queue in large tiles that can be read from across the room.

* Select the queue with the selector next to the queue name at the top.
* '''Caller statistics:''' wait time, number of waiting calls and abandoned calls.
* '''Team status:''' ready agents (out of logged-in agents), agents on a call and agents in wrap-up.
* Tiles turn '''orange''' (warning) or '''red''' (alarm) when the thresholds defined for the queue are reached - so a problem is visible immediately.
* The dashboard updates live and needs no interaction.

[[Image:QueueBoard3-DashboardApp.png|560px]]
''Dashboard App''

==Multi-PBX ready==
QueueBoard can be used in master / slave scenarios. Enter the name of the PBX that QueueBoard has to work with in the PBX page of the Admin App (see Configuration).

==Licensing==


* With Queue Board 2.0, the licensing changed to [https://www.innovaphone.com/en/services/licenses/partner-apps.html?app=queueboard&type=license#queueboard this licensing model].
* [[#Grant_access_to_APIs|See the description]] of where to add the queue licenses.
* The users must be assigned the user, supervisor or dashboard app license.
* See Configuration > Grant access to APIs for where to configure the service (waiting queue) license.

QueueBoard uses the innovaphone licensing of your PBX. Licenses are assigned per queue: the available licenses are assigned to your queues in the order the queues were created. A queue without a license shows a '''No license''' notice instead of its content.

Until a license is installed, the app runs as a trial version. A notice at the bottom of the screen shows that the unlicensed trial version is in use, or until when the app is free to use.

Please contact MediaRunway or your reseller for details on licenses.

==Prerequisites==





* An innovaphone PBX and Application Platform
* Valid licenses
* One or more innovaphone Waiting Queues on the PBX that QueueBoard should monitor
* A mail account (SMTP) if you want to use mail reports (optional)
* A modern web browser or the innovaphone myApps client

For this app, you need '''no extra Windows server''' or client software, only the myApps platform and the myApps client (installed or opened in a browser).

A waiting queue must be configured in the PBX, together with a group and group members for that waiting queue. The group should only be used for this waiting queue: if the same group is used for another waiting queue, the user will dyn-in/dyn-out of more than one waiting queue. One waiting queue can have more than one group configured, for example to distinguish the users of the primary group from the other users. This is not specific to the Queue Board app, it is basic innovaphone admin knowledge.

==Versions==


'''Queue Board 3.0''' is built with the innovaphone SDK 15r1. Its versions start with 1510000 (current release: 1510002).

'''Queue Board 2.0''' starts with Queue Board version 133013 sr8. Queue Board 2.0 has '''multi queue''' functionality. '''With this version, the licensing changed to innovaphone licensing.'''
The service release number is lower than that of the last Queue Board 1.0 version, because the innovaphone SDK sr8 is used, so that older systems can also use Queue Board 2.0.

===Compatible innovaphone firmware versions===


* MediaRunway Queue Board 1.0 (132xxx sr18, 133xxx final)
** innovaphone V13r2, V13r3
* MediaRunway Queue Board 2.0 (133x1x sr8)
** innovaphone V13r3, V14r1
* MediaRunway Queue Board 3.0 (1510002)
** innovaphone V15r1

===Application versions used for interop testing===



* MediaRunway Queue Board 1.0 (132xxx sr18, 133xxx final)

** innovaphone IPVA V13r2sr18
** innovaphone IPVA V13r3final
* MediaRunway Queue Board 2.0 (133x1x sr8)
** innovaphone V13r3
* MediaRunway Queue Board 3.0 (1510002)
** innovaphone V15r1

==Configuration==









After installation, open the Admin App and configure QueueBoard in this order:

# '''PBX''' - in a master / slave scenario, enter the PBX name.
# '''Queues''' - add a queue for each Waiting Queue you want to monitor and adjust the queue settings (wrap-up, support reasons, SLA, alarms).
# '''Email''' - enter your mail server data and send a test e-mail (only needed for mail reports).
# '''Mail reports''' - create the reports you need.

Agents and supervisors need no further configuration - they open their app and select their queues.

=== Alert and pre-alert thresholds ===

==== Waiting calls ====
The pre-alert value should be smaller than the alert value, because the alert is a maximum value.

==== Ready team members ====
The pre-alert value should be greater than the alert value, because the alert is a minimum value.

The values that can be set for alert and pre-alert depend on the two switch settings in the "Ready agents" section of the queue editor in the Queue Board admin app ("Count only primary group" and "Count logged in, offline agents").

=== Grant access to APIs ===
[[Image:PBXobjApiAccess.png]]

Only set this on the Queue Board admin PBX app object, not on the Queue Board user, dashboard or supervisor PBX app objects!
* Shows the required API access rights of the Queue Board admin PBX app object in the advanced admin UI.
* In the input field "Licenses", enter the number of licensed waiting queues.
* The user, dashboard and supervisor PBX app objects have none of these checkmarks set and no license number in the input field. This is only done in the Queue Board admin PBX app object.

==Installation==








The steps of the installation process are the same as [[Howto:Callback_-_MediaRunway_-_Partner_App#Install_app_from_App_Store|described in this article]], only with different names. You have to install the app, add an app instance and add the app objects.

After installing the app, adding the app instance and the app objects for the users, supervisors and administrators, QueueBoard is ready to use.

'''Brief summary of the installation'''

# Install the app from the app store.
# Create an instance of the app. Values needed: Name (e.g. "queueboard", no blanks please) - Domain (your platform domain) - App Password (generate one, e.g. with 15 characters) - DB Password (generate one, e.g. with 15 characters) - other values will be filled up automatically.
# Add the app objects with the AP Manager app (when selecting the name, please do not use spaces): '''QB User''' for agents, '''QB Supervisor''' for supervisors, '''QB Dashboard''' for monitors and '''QB Admin''' for administrators.
# Assign the app objects to the users or groups who should see them.

==Known Issues==
- Do not activate the checkbox for SOAP in the monitored waiting queue PBX object, because then a connected call will not be shown as connected. Because of this, you cannot use the IQM in parallel with the Queue Board to correctly monitor the waiting queue in both applications.

- Concerning the sending of e-mails: if IPv6 is used in your network, e-mails may not be delivered. The SMTP client from the innovaphone SDK will be updated in an upcoming platform version to eliminate the problem.

==Contact==




{|
| MediaRunway GmbH & Co. KG
|-
| Venloer Str. 8
|-
| D-41569 Rommerskirchen
|-
| Tel: +49 2183 80628-0
|-
| Sales: [mailto:myApps-sales@mediarunway.com myApps-sales@mediarunway.com]
|-
| Support / Presales: [mailto:myApps-support@mediarunway.com myApps-support@mediarunway.com]
|-
| Website: [https://www.mediarunway.com/ MediaRunway.com]
|}

For any questions please refer to [https://mediarunway.com/contact/ our contact page].

Howto:Queueboard - MediaRunway - Partner App

2026-11-05T08:44:36Z

N.schmitz: Queue Board 3.0 update: versions and installation; grammar fixes

[[Image:Mediarunway_company_logo_200.png||200px|right]]

==Product Name==



MediaRunway [https://mediarunway.com/myapps/ Queue Board]

==Certification Status==

{{Template:Compat_Status_referral_product_new|type=App}}

This App has been listed April 2023.

==Category==

[[Category:Partner_Apps|{{PAGENAME}}]]
{{Category:3rdParty Contact Center Applications}}
[[Category:3rdParty Contact Center Applications|{{PAGENAME}}]]

{{Category:3rdParty_Reporting_/_Monitoring}}
[[Category:3rdParty_Reporting_/_Monitoring|{{PAGENAME}}]]

==Vendor==



[[Image:Mediarunway_company_logo_150_2.png|150px]]




MediaRunway is an ITC enterprise that provides its customers with contemporary IT services in all areas - Your business, our solution.


[https://www.mediarunway.com/ MediaRunway - About us]

==Description==




[[Image:MediaRunway-queueboard.png]]





QueueBoard is a myApps app suite for innovaphone that gives agents, supervisors and administrators a complete view of their call queues (innovaphone Waiting Queues). It turns the raw queue data of the PBX into live dashboards, a guided call-handling workflow and detailed statistics.

QueueBoard combines four apps in one product:

* '''QB User''' - the agent workspace: see waiting and abandoned calls, accept calls, document them, handle wrap-up and call customers back.
* '''QB Supervisor''' - the supervisor workspace: monitor several queues side by side, analyze statistics, export data and schedule e-mail reports.
* '''QB Dashboard''' - a large-screen display for wall monitors showing the most important queue figures at a glance.
* '''QB Admin''' - the administration area: create and configure queues, alarm thresholds, PBX connection, e-mail settings and report schedules.

Everything updates live - there is no need to refresh. The interface is available in English, German, French, Italian and Polish.


[https://mediarunway.com/myapps/ MediaRunway - About this application]





==Functions==




This chapter describes every function of the four apps. The screenshots show the apps running inside the innovaphone myApps client.

=== Admin App (QB Admin) ===
[[Image:QueueBoard-adminAppIcon.png]]

The Admin App is where QueueBoard is set up. The menu in the top right corner opens the pages '''Queues''', '''PBX''', '''Email''' and '''Mail reports'''.

==== Queues ====

QueueBoard works with queues. A QueueBoard queue is linked to one innovaphone Waiting Queue of the PBX and carries all QueueBoard-specific settings. The overview shows every queue as a card with its name and the linked PBX queue.

* '''Add''' creates a new queue.
* '''Edit''' opens the queue editor.
* '''Delete''' removes the queue from QueueBoard (the Waiting Queue on the PBX is not touched).
* A PBX Waiting Queue can only be linked to one QueueBoard queue.

[[Image:QueueBoard3-AdminApp-Queues.png|560px]]
''Queue overview''

==== Queue editor ====

Each setting has an info icon with a short explanation. The settings are grouped into sections:

'''General'''

{| class="wikitable"
|-
! Setting !! Description
|-
| '''Name''' || The name shown for this queue in all apps.
|-
| '''Target queue''' || The PBX Waiting Queue that is tracked by this queue.
|-
| '''Time zone''' || Used for statistics and for scheduled data deletion.
|}

'''Ready agents''' - defines who counts as ready:

{| class="wikitable"
|-
! Setting !! Description
|-
| '''Count only primary group''' || Only agents who are logged in to their primary group are counted.
|-
| '''Count logged in, offline agents''' || Agents who are logged in to the queue but whose presence is offline are counted as well.
|-
| '''Count presence-independent''' || The agent state does not depend on the presence - except for wrap-up and on-call.
|}

'''Wrap-up'''

{| class="wikitable"
|-
! Setting !! Description
|-
| '''Initial time (seconds)''' || How long an agent has to complete the wrap-up. When the time is over, the wrap-up closes automatically. '''0''' disables wrap-up, '''-1''' means no time limit.
|-
| '''Extend time (seconds)''' || If set, agents can extend their wrap-up by this amount with the '''Extend''' button.
|-
| '''Use PBX wrap-up time''' || The PBX handles the presence after a call instead of QueueBoard (not recommended).
|-
| '''Support reasons''' || The list of reasons agents can choose from when documenting a call. Add entries with '''+'''.
|}

'''SLA'''

{| class="wikitable"
|-
! Setting !! Description
|-
| '''SLA time''' || Target in seconds within which a call should be answered. Agents and supervisors see the percentage of calls answered within this time.
|-
| '''Reset SLA counter''' || The time of day at which the SLA counter starts again.
|}

'''Abandoned calls'''

{| class="wikitable"
|-
! Setting !! Description
|-
| '''Reset abandoned calls counter''' || When the counter of the Abandoned widget is reset: '''Count of 'Abandoned calls' widget''' (the counter equals the number of entries in the list), '''Hide''' (not shown), '''Every hour''' or a fixed time of day.
|-
| '''Delete list entries (after days)''' || Entries older than this are removed from the abandoned list. '''0''' hides the list, '''-1''' never deletes.
|}

'''Alarms / Warnings''' - every key figure has a “Warning at” (orange) and an “Alarm at” (red) value. When the value is reached, the tile changes color in the User, Supervisor and Dashboard app:

{| class="wikitable"
|-
! Key figure !! Triggers when
|-
| '''SLA below (%)''' || the SLA percentage drops below the value.
|-
| '''Number of waiting calls''' || the number of waiting calls exceeds the value.
|-
| '''Number of ready agents (below)''' || the number of ready agents drops below the value.
|-
| '''Wait time (seconds)''' || the current longest wait time exceeds the value.
|-
| '''Number of abandoned calls''' || the number of abandoned calls exceeds the value.
|-
| '''Number of agents on the phone''' || the number of agents on a call exceeds the value.
|-
| '''Number of agents in wrap-up''' || the number of agents in wrap-up exceeds the value.
|}

'''Statistics'''

{| class="wikitable"
|-
! Setting !! Description
|-
| '''Week start''' || The first day of the week in the supervisor statistics.
|-
| '''Delete statistics (after days)''' || When call and agent data is deleted. This also affects the abandoned calls counter.
|-
| '''Write agent data''' || Records statistics per agent. Also determines whether an agent can see which colleague a caller last spoke to.
|-
| '''Anonymize agent data''' || Replaces agent names in team statistics and exports by random labels.
|}

'''Advanced'''

{| class="wikitable"
|-
! Setting !! Description
|-
| '''Allow Supervisor presence change''' || Supervisors can change the presence of their agents.
|-
| '''Allow picking waiting calls''' || Agents can pick up a call directly from the waiting calls widget.
|-
| '''Callback request DTMF''' || If set, a caller who enters this DTMF code ends the call and is listed as an abandoned call - a simple way to offer a callback request.
|}

'''Supervisors'''

{| class="wikitable"
|-
! Setting !! Description
|-
| '''Enable whitelist''' || When enabled, only the supervisors you assign can access this queue in the Supervisor App.
|}

[[Image:QueueBoard3-AdminApp-QueueEditor-1.png|560px]]
''Queue editor - general, ready agents, wrap-up and SLA''

[[Image:QueueBoard3-AdminApp-QueueEditor-2.png|560px]]
''Queue editor - abandoned calls and alarms / warnings''

[[Image:QueueBoard3-AdminApp-QueueEditor-3.png|560px]]
''Queue editor - statistics, advanced and supervisors''

==== PBX ====

In a master / slave scenario with several PBXes, enter the name of the PBX that QueueBoard has to work with. Press '''Save''' to apply.

[[Image:QueueBoard3-AdminApp-PBX.png|520px]]
''PBX settings''

==== Email ====

Mail reports need a mail account to send from. Enter the data of your mail server and press '''Save''':

{| class="wikitable"
|-
! Field !! Description
|-
| '''Server''' || Address and port of your SMTP server.
|-
| '''Host''' || Host name.
|-
| '''Username / Password''' || Login of the mail account. The password is hidden; use the eye icon to show it.
|-
| '''Email address''' || The sender address of the reports.
|-
| '''Display name''' || The sender name recipients see.
|-
| '''Signature''' || Text added at the end of every report e-mail.
|}

Use the '''Test''' card to check your settings: enter a recipient and press '''Send test email'''.

[[Image:QueueBoard3-AdminApp-Email.png|520px]]
''Email settings and test''

==== Mail reports ====

Create and manage automatic e-mail reports for every queue. A report card shows the report name, its queue, interval, weekday, delivery time and number of recipients.

{| class="wikitable"
|-
! Field !! Description
|-
| '''Name''' || Name of the report.
|-
| '''Queue''' || The queue the report is about.
|-
| '''Interval''' || '''Daily (today)''', '''Daily (yesterday)''', '''Daily (24h)''', '''Weekly''', '''Weekly (24/7)''' or '''Monthly'''.
|-
| '''Weekday''' || The day on which weekly reports are sent.
|-
| '''Delivery time''' || The time of day the e-mail is sent.
|-
| '''From / To''' || The time-of-day window the report covers.
|-
| '''Recipients''' || One or more e-mail addresses that receive the report.
|}

[[Image:QueueBoard3-AdminApp-Reports.png|560px]]
''Mail reports overview''

[[Image:QueueBoard3-AdminApp-ReportEditor.png|440px]]
''Mail report editor''

=== User App (QB User) ===
[[Image:QueueBoard-userAppIcon.png]]

The User App is the daily workspace for call-center agents. It is split into a sidebar on the left (your status and your queues) and a content area on the right (the live widgets of the selected queue).

==== Overview of the workspace ====

* Select a queue in the sidebar to open its live widgets in the content area.
* The widgets show caller statistics, team status, waiting calls, abandoned calls and the team.
* Everything updates in real time; wait times count up every second.
* Widgets can be arranged, resized, hidden or opened in their own window (popout).

[[Image:QueueBoard3-UserApp-Overview.png|560px]]
''User App - sidebar with queues and the live widgets of the selected queue''

==== Sidebar: your status, search and queues ====

* '''Profile and presence''' - shows your name, picture and current presence (Available, On the phone, Wrap-up, …). The presence color follows your PBX status.
* '''Log out button''' - next to your profile, logs you out of all queues at once. The same button logs you in to all queues again (your previous group selection is restored).
* '''Search''' - search for users and callers. Press '''Ctrl + K''' (⌘ + K on Mac) to jump straight into the search field.
* '''Queue list''' - every queue you are a member of is listed with its name and the number of waiting calls and ready agents.
* '''Log in / log out per queue''' - the arrow button next to each queue logs you in or out of that queue.

==== Selecting groups ====

A queue can consist of several agent groups - for example a primary group and additional groups for other skills. Choose the '''Groups''' button of a queue to open the group selector. Switch the groups you want to be logged in to and confirm with '''Save'''.

* '''Primary group''' - your main group in this queue.
* '''Other / secondary groups''' - additional groups you can join or leave as needed.
* The login indicator of the queue shows whether you are logged in to the primary group, only to other groups, or logged out - and whether your phone is currently active.

[[Image:QueueBoard3-UserApp-GroupSelector.png|520px]]
''Group selector''

==== Caller statistics and team status ====

The two rows of tiles at the top of the content area give you the current situation of the queue:

{| class="wikitable"
|-
! Tile !! Meaning
|-
| '''Wait time''' || The wait time of the longest-waiting caller right now.
|-
| '''SLA''' || Percentage of calls answered within the configured SLA time (for example 30 s). The SLA time is shown in the tile title.
|-
| '''Waiting''' || Number of callers currently waiting in the queue.
|-
| '''Abandoned''' || Number of callers who hung up before being answered. The second number shows how many of them are still open (no callback yet).
|-
| '''Ready''' || Agents who are ready to take a call, compared to the number of agents logged in. Hover the info icon to see which colors count as ready.
|-
| '''On a call''' || Agents currently on a call in this queue. The second number shows agents on a call for another queue or a private call.
|-
| '''Wrap-up''' || Agents who are currently documenting a finished call.
|}

'''Warning and alarm colors:''' When a value reaches its warning or alarm threshold (defined by the administrator), the tile changes color - orange for a warning, red for an alarm.

==== Waiting calls ====

* Lists all callers currently waiting, with name or phone number and a live wait-time counter.
* Colored markers on the left show the type of caller: regular call, VIP caller or emergency call.
* Wait-time badges change color the longer the caller waits.
* If the administrator has enabled it, you can '''pick up''' a waiting call directly from the list.
* Use the filter button to sort by wait time (longest first or shortest first).

[[Image:QueueBoard3-UserApp-WaitingCalls-Sort.png|360px]]
''Waiting calls - sorting''

==== Abandoned calls ====

The Abandoned list shows callers who hung up before an agent answered, so that no customer is forgotten.

* Each entry shows the caller, how many times the caller has abandoned and how many callback attempts have already been made.
* While a colleague is calling a customer back, the entry shows '''Callback by <name>''' so that nobody calls twice.
* Use the '''phone button''' to call the customer back directly.
* Use the '''note button''' to open the caller history (see below).
* '''Calling back does not remove the entry.''' An abandoned call stays in the list after you have called the customer back. It is removed automatically as soon as the customer calls again and is connected to an agent. You can also close it manually with '''Close open callback''' in the caller history.
* Old entries are removed automatically after the number of days defined by the administrator.
* Sort by last update, creation time or number of abandoned calls - ascending or descending.

[[Image:QueueBoard3-UserApp-AbandonedCalls-Sort.png|360px]]
''Abandoned calls - sorting''

==== Team ====

* Shows all agents of the queue with picture, name, presence and - while on a call - the number they are talking to.
* Wrap-up and ringing states are shown as badges.
* Call a colleague directly with the phone button.
* Sort by status or name, and hide inactive agents with the '''Inactive''' filter.

[[Image:QueueBoard3-UserApp-Team-Filter.png|360px]]
''Team - sorting and filter''

==== Layout settings ====

Open '''Layout''' in the top right corner to adapt the workspace to your screen and your way of working:

{| class="wikitable"
|-
! Setting !! Description
|-
| '''View''' || Arrange the widgets as a '''Grid''', as a '''List''' (below each other) or as a '''Horizontal list''' (side by side).
|-
| '''Widget height''' || Small, Medium, Large or Custom - a slider lets you choose a free height.
|-
| '''Widgets''' || Show or hide Caller statistics, Team status, Calls, Abandoned and Team.
|-
| '''Hide widget after popout''' || When enabled, a widget that you open in its own window disappears from the workspace.
|}

Each list widget has a '''popout button''' that opens it in a separate window - ideal for a second monitor. Widgets can also be re-ordered by drag and drop.

[[Image:QueueBoard3-UserApp-Layout.png|560px]]
''Layout settings''

==== Incoming calls ====

When a call from the queue is offered to you, a call popup appears at the bottom of the sidebar - even if the app is in the background of the page. The popup shows:

* The caller's name or number and the queue the call comes from.
* A hint about the caller's history: '''New customer''', the number of '''missed calls''', or '''who the caller last talked to and when'''.
* A running timer.

Press '''Accept''' to take the call, or the red button to decline.

[[Image:QueueBoard3-UserApp-IncomingCall.png|560px]]
''Incoming call popup''

==== Current call: documentation and call information ====

As soon as you accept a call, the content area switches to the '''Current call''' view. A tab at the top shows the running call with its timer next to the queue tab, so you can switch back to the queue at any time without losing the call.

* '''Support reason''' - select the reason for the call from the list defined by the administrator.
* '''Documentation''' - write down what the call was about. Your text is saved automatically when you end the call or complete the wrap-up.
* '''Call information''' - caller name and phone number with a copy button for each.
* '''Progress''' - a live timeline of the call: waiting in the queue, alerting, connected and wrap-up, each with its duration.
* '''Call history''' - earlier notes, accepted calls and abandoned calls of this caller (see below).

[[Image:QueueBoard3-UserApp-CurrentCall.png|560px]]
''Current call - documentation and call information''

[[Image:QueueBoard3-UserApp-CurrentCall-FilledOut.png|560px]]
''Current call - support reason and documentation filled out''

==== Wrap-up ====

After the call ends, you stay in '''wrap-up''' so you can finish your documentation without being offered the next call. The wrap-up box at the bottom of the sidebar shows a countdown.

* '''Extend''' - adds more wrap-up time (the amount is configured per queue).
* '''Stop''' - completes the wrap-up immediately, saves your documentation and sets you ready again.
* When the time is over, the wrap-up closes automatically and your documentation is saved.
* Your presence shows '''Wrap-up''' during this time, and colleagues and supervisors see it in the team status.

[[Image:QueueBoard3-UserApp-Wrapup.png|560px]]
''Wrap-up with documentation and the Extend / Stop buttons''

==== Caller history and notes ====

Open the caller history from an abandoned call, the current call or the search. It collects everything that is known about the caller on three tabs:

{| class="wikitable"
|-
! Tab !! Content
|-
| '''Notes''' || Wrap-up documentation (with support reason), manual notes and callback notes written by all agents - with author, time and picture.
|-
| '''Accepted''' || Calls that were answered, with duration and the agent who handled them.
|-
| '''Abandoned''' || Calls the caller abandoned. A warning icon marks abandoned calls that are still open.
|}

The '''Week''', '''Month''' and '''All''' switches limit the list to a time range and show how many entries each range contains. At the bottom you can:

* '''Call back''' - call the customer immediately.
* '''Close open callback''' - mark all open abandoned calls of this caller as done, optionally with a comment.
* '''Add note''' - write a note for the caller (Ctrl + Enter saves).
* Delete a manual note with the trash icon.

[[Image:QueueBoard3-UserApp-CallerHistory-Notes.png|560px]]
''Caller history - notes''

[[Image:QueueBoard3-UserApp-CallerHistory-Accepted.png|560px]]
''Caller history - accepted calls''

[[Image:QueueBoard3-UserApp-CallerHistory-Abandoned.png|560px]]
''Caller history - abandoned calls''

=== Supervisor App (QB Supervisor) ===
[[Image:QueueBoard-supervisorAppIcon.png]]

The Supervisor App is used to monitor several queues at the same time and to analyze what happened. The menu in the top right corner switches between four pages: '''Queues''', '''Statistics''', '''Export''' and '''Mail reports'''.

==== Queues ====

The Queues page shows one column per monitored queue, side by side. You decide which queues are shown and in which order.

* '''Add a queue''' with the dashed placeholder at the right edge; '''remove''' it with the red X in the column header.
* '''Re-order''' columns by dragging the handle in the column header.
* Each column shows the same live information as the agents' workspace: caller statistics, team status, a statistics table and lists.
* The '''statistics table''' shows Sum, Max and Average of wait time, waiting calls and abandoned calls for a selectable period: This hour, Last 60 minutes, Last 24 hours, 24-48 hours ago, Today, Yesterday, This week, Last week, Last 4 weeks, This month, Last month, Last 30 days, 30-60 days ago, This year, Last year or All time.
* The '''lists''' switch between Calls, Abandoned and Team. In the team list a supervisor can call an agent directly. The login / logout button of an agent opens the group selection, so the supervisor can log the agent in or out of the groups of the queue. If '''Allow Supervisor presence change''' is enabled for the queue, the supervisor can also change the presence of the agent there.

[[Image:QueueBoard3-SupervisorApp-Queues.png|560px]]
''Supervisor - queues side by side (Calls and Abandoned lists)''

[[Image:QueueBoard3-SupervisorApp-Queues-Team.png|560px]]
''Supervisor - the Team list of a queue''

==== Widget settings per queue ====

The settings button in each column header lets you decide which of the three sections the column displays: '''Statistics''', '''Statistics table''' and '''Lists'''. Hide what you do not need to fit more queues on the screen.

[[Image:QueueBoard3-SupervisorApp-WidgetSettings.png|420px]]
''Widget settings of a queue column''

==== Statistics ====

The Statistics page contains detailed charts for one queue. The switch in the top right corner changes between '''Queues''' (call figures) and '''Team''' (figures per agent).

The toolbar offers the following controls:

{| class="wikitable"
|-
! Control !! Description
|-
| '''Queue selector''' || Choose the queue to analyze.
|-
| '''Date range''' || The period (from and to date) the charts are calculated for.
|-
| '''Auto-reload''' || No reload, every 5 minutes or every 15 minutes.
|-
| '''Comparison mode''' || Shows a second date range as baseline. The selected period is compared with it, and the chart tooltips show the value compared to the baseline.
|-
| '''Reload button''' || Reloads the data immediately.
|-
| '''PDF''' || Downloads the currently shown statistics as a PDF document.
|}

==== Queue statistics ====

* '''Key figures''' - Total, Accepted, Forwarded and Abandoned calls, plus the number of calls by wait time: 0-10 s, 11-20 s, 21-30 s and over 30 s.
* '''Availability''' - a pie chart showing how the calls were distributed: abandoned, forwarded and accepted, split by wait time.
* '''Call volume over the day (cumulated)''' - calls per quarter of an hour, split into accepted, forwarded and abandoned.
* '''Call volume during the week (cumulated)''' and '''Percentage call volume during the week''' - absolute and relative volume per weekday.
* '''Wait time over the day (cumulated)''' - how many callers waited 0-10 s, 11-20 s, 21-30 s and longer, per time of day.
* '''Wait time over the week (average)''' - a heat map of the average wait time in seconds by weekday and hour. Dark red cells show your problem hours.
* '''Transferred calls over the day (cumulated)''' - the number of calls that were transferred.

[[Image:QueueBoard3-SupervisorApp-Statistics-1.png|560px]]
''Queue statistics - key figures and availability''

[[Image:QueueBoard3-SupervisorApp-Statistics-2.png|560px]]
''Call volume over the day (cumulated)''

[[Image:QueueBoard3-SupervisorApp-Statistics-3.png|560px]]
''Call volume during the week and wait time over the day''

[[Image:QueueBoard3-SupervisorApp-Statistics-4.png|560px]]
''Wait time heat map''

[[Image:QueueBoard3-SupervisorApp-Statistics-5.png|560px]]
''Transferred calls over the day''

[[Image:QueueBoard3-SupervisorApp-Statistics-6.png|560px]]
''Transferred calls over the day - chart detail''

==== Team statistics ====

* '''Accepted calls per agent''' - timeline of the calls each agent answered.
* '''Total talk time per agent''' and '''Average talk time per agent'''.
* '''Transferred calls per agent'''.
* '''Group logins per agent''' - when each agent was logged in to the queue's groups. Use the slider below the chart to zoom into a period.

If the administrator has enabled '''Anonymize agent data''' for the queue, agent names in the team statistics are replaced by random labels. The labels differ in every report, so single agents cannot be tracked across reports.

[[Image:QueueBoard3-SupervisorApp-TeamStatistics-1.png|560px]]
''Team statistics - accepted calls and talk time per agent''

[[Image:QueueBoard3-SupervisorApp-TeamStatistics-2.png|560px]]
''Team statistics - talk time and transferred calls''

[[Image:QueueBoard3-SupervisorApp-TeamStatistics-3.png|560px]]
''Team statistics - transferred calls and group logins''

[[Image:QueueBoard3-SupervisorApp-TeamStatistics-4.png|560px]]
''Team statistics - group logins per agent with period slider''

==== Export ====

The Export page creates a data file for further processing in spreadsheets or other tools. Select what you want to export and press '''Export''':

{| class="wikitable"
|-
! Field !! Description
|-
| '''Type''' || '''Calls''' (every call with its details) or '''Logins''' (the login times of your agents).
|-
| '''Queue''' || A single queue or all queues.
|-
| '''Agent''' || A single agent or all agents (only available when a queue is chosen).
|-
| '''From / To''' || The period to export.
|}

[[Image:QueueBoard3-SupervisorApp-Export.png|560px]]
''Export page''

==== Mail reports ====

Mail reports send queue statistics automatically by e-mail on a schedule. Supervisors and administrators can manage reports. See the Admin App chapter for a description of all fields.

* '''Create report''' adds a new report. '''Edit''' opens it and '''Delete''' removes it.
* Every report card shows its interval, weekday, delivery time and the number of recipients.

[[Image:QueueBoard3-SupervisorApp-Reports.png|560px]]
''Mail reports overview''

[[Image:QueueBoard3-SupervisorApp-ReportEditor.png|440px]]
''Mail report editor''

=== Dashboard App (QB Dashboard) ===
[[Image:QueueBoard-dashboardAppIcon.png]]

The Dashboard App is made for wall monitors and shared screens. It shows the most important figures of one queue in large tiles that can be read from across the room.

* Select the queue with the selector next to the queue name at the top.
* '''Caller statistics:''' wait time, number of waiting calls and abandoned calls.
* '''Team status:''' ready agents (out of logged-in agents), agents on a call and agents in wrap-up.
* Tiles turn '''orange''' (warning) or '''red''' (alarm) when the thresholds defined for the queue are reached - so a problem is visible immediately.
* The dashboard updates live and needs no interaction.

[[Image:QueueBoard3-DashboardApp.png|560px]]
''Dashboard App''

==Multi-PBX ready==
QueueBoard can be used in master / slave scenarios. Enter the name of the PBX that QueueBoard has to work with in the PBX page of the Admin App (see Configuration).

==Licensing==


* With Queue Board 2.0, the licensing changed to [https://www.innovaphone.com/en/services/licenses/partner-apps.html?app=queueboard&type=license#queueboard this licensing model].
* [[#Grant_access_to_APIs|See the description]] of where to add the queue licenses.
* The users must be assigned the user, supervisor or dashboard app license.
* See Configuration > Grant access to APIs for where to configure the service (waiting queue) license.

QueueBoard uses the innovaphone licensing of your PBX. Licenses are assigned per queue: the available licenses are assigned to your queues in the order the queues were created. A queue without a license shows a '''No license''' notice instead of its content.

Until a license is installed, the app runs as a trial version. A notice at the bottom of the screen shows that the unlicensed trial version is in use, or until when the app is free to use.

Please contact MediaRunway or your reseller for details on licenses.

==Prerequisites==





* An innovaphone PBX and Application Platform
* Valid licenses
* One or more innovaphone Waiting Queues on the PBX that QueueBoard should monitor
* A mail account (SMTP) if you want to use mail reports (optional)
* A modern web browser or the innovaphone myApps client

For this app, you need '''no extra Windows server''' or client software, only the myApps platform and the myApps client (installed or opened in a browser).

A waiting queue must be configured in the PBX, together with a group and group members for that waiting queue. The group should only be used for this waiting queue: if the same group is used for another waiting queue, the user will dyn-in/dyn-out of more than one waiting queue. One waiting queue can have more than one group configured, for example to distinguish the users of the primary group from the other users. This is not specific to the Queue Board app, it is basic innovaphone admin knowledge.

==Versions==


'''Queue Board 3.0''' is built with the innovaphone SDK 15r1. Its versions start with 1510000 (current release: 1510002).

'''Queue Board 2.0''' starts with Queue Board version 133013 sr8. Queue Board 2.0 has '''multi queue''' functionality. '''With this version, the licensing changed to innovaphone licensing.'''
The service release number is lower than that of the last Queue Board 1.0 version, because the innovaphone SDK sr8 is used, so that older systems can also use Queue Board 2.0.

===Compatible innovaphone firmware versions===


* MediaRunway Queue Board 1.0 (132xxx sr18, 133xxx final)
** innovaphone V13r2, V13r3
* MediaRunway Queue Board 2.0 (133x1x sr8)
** innovaphone V13r3, V14r1
* MediaRunway Queue Board 3.0 (1510002)
** innovaphone V15r1

===Application versions used for interop testing===



* MediaRunway Queue Board 1.0 (132xxx sr18, 133xxx final)

** innovaphone IPVA V13r2sr18
** innovaphone IPVA V13r3final
* MediaRunway Queue Board 2.0 (133x1x sr8)
** innovaphone V13r3
* MediaRunway Queue Board 3.0 (1510002)
** innovaphone V15r1

==Configuration==









After installation, open the Admin App and configure QueueBoard in this order:

# '''PBX''' - in a master / slave scenario, enter the PBX name.
# '''Queues''' - add a queue for each Waiting Queue you want to monitor and adjust the queue settings (wrap-up, support reasons, SLA, alarms).
# '''Email''' - enter your mail server data and send a test e-mail (only needed for mail reports).
# '''Mail reports''' - create the reports you need.

Agents and supervisors need no further configuration - they open their app and select their queues.

=== Alert and pre-alert thresholds ===

==== Waiting calls ====
The pre-alert value should be smaller than the alert value, because the alert is a maximum value.

==== Ready team members ====
The pre-alert value should be greater than the alert value, because the alert is a minimum value.

The values that can be set for alert and pre-alert depend on the two switch settings in the "Ready agents" section of the queue editor in the Queue Board admin app ("Count only primary group" and "Count logged in, offline agents").

=== Grant access to APIs ===
[[Image:PBXobjApiAccess.png]]

Only set this on the Queue Board admin PBX app object, not on the Queue Board user, dashboard or supervisor PBX app objects!
* Shows the required API access rights of the Queue Board admin PBX app object in the advanced admin UI.
* In the input field "Licenses", enter the number of licensed waiting queues.
* The user, dashboard and supervisor PBX app objects have none of these checkmarks set and no license number in the input field. This is only done in the Queue Board admin PBX app object.

==Installation==








The steps of the installation process are the same as [[Howto:Callback_-_MediaRunway_-_Partner_App#Install_app_from_App_Store|described in this article]], only with different names. You have to install the app, add an app instance and add the app objects.

After installing the app, adding the app instance and the app objects for the users, supervisors and administrators, QueueBoard is ready to use.

'''Brief summary of the installation'''

# Install the app from the app store.
# Create an instance of the app. Values needed: Name (e.g. "queueboard", no blanks please) - Domain (your platform domain) - App Password (generate one, e.g. with 15 characters) - DB Password (generate one, e.g. with 15 characters) - other values will be filled up automatically.
# Add the app objects with the PbxManager app (when selecting the name, please do not use spaces): '''QB User''' for agents, '''QB Supervisor''' for supervisors, '''QB Dashboard''' for monitors and '''QB Admin''' for administrators.
# Assign the app objects to the users or groups who should see them.

==Known Issues==
- Do not activate the checkbox for SOAP in the monitored waiting queue PBX object, because then a connected call will not be shown as connected. Because of this, you cannot use the IQM in parallel with the Queue Board to correctly monitor the waiting queue in both applications.

- Concerning the sending of e-mails: if IPv6 is used in your network, e-mails may not be delivered. The SMTP client from the innovaphone SDK will be updated in an upcoming platform version to eliminate the problem.

==Contact==




{|
| MediaRunway GmbH & Co. KG
|-
| Venloer Str. 8
|-
| D-41569 Rommerskirchen
|-
| Tel: +49 2183 80628-0
|-
| Sales: [mailto:myApps-sales@mediarunway.com myApps-sales@mediarunway.com]
|-
| Support / Presales: [mailto:myApps-support@mediarunway.com myApps-support@mediarunway.com]
|-
| Website: [https://www.mediarunway.com/ MediaRunway.com]
|}

For any questions please refer to [https://mediarunway.com/contact/ our contact page].

Howto:Queueboard - MediaRunway - Partner App

2026-11-05T08:38:51Z

N.schmitz: Update for Queue Board 3.0: new description, functions of all four apps with new screenshots, licensing, prerequisites and installation

[[Image:Mediarunway_company_logo_200.png||200px|right]]

==Product Name==



MediaRunway [https://mediarunway.com/myapps/ Queue Board]

==Certification Status==

{{Template:Compat_Status_referral_product_new|type=App}}

This App has been listed April 2023.

==Category==

[[Category:Partner_Apps|{{PAGENAME}}]]
{{Category:3rdParty Contact Center Applications}}
[[Category:3rdParty Contact Center Applications|{{PAGENAME}}]]

{{Category:3rdParty_Reporting_/_Monitoring}}
[[Category:3rdParty_Reporting_/_Monitoring|{{PAGENAME}}]]

==Vendor==



[[Image:Mediarunway_company_logo_150_2.png|150px]]




MediaRunway is an ITC enterprise that provides its customers with contemporary IT services in all areas - Your business, our solution.


[https://www.mediarunway.com/ MediaRunway - About us]

==Description==




[[Image:MediaRunway-queueboard.png]]





QueueBoard is a myApps app suite for innovaphone that gives agents, supervisors and administrators a complete view of their call queues (innovaphone Waiting Queues). It turns the raw queue data of the PBX into live dashboards, a guided call-handling workflow and detailed statistics.

QueueBoard combines four apps in one product:

* '''QB User''' - the agent workspace: see waiting and abandoned calls, accept calls, document them, handle wrap-up and call customers back.
* '''QB Supervisor''' - the supervisor workspace: monitor several queues side by side, analyze statistics, export data and schedule e-mail reports.
* '''QB Dashboard''' - a large-screen display for wall monitors showing the most important queue figures at a glance.
* '''QB Admin''' - the administration area: create and configure queues, alarm thresholds, PBX connection, e-mail settings and report schedules.

Everything updates live - there is no need to refresh. The interface is available in English and German.


[https://mediarunway.com/myapps/ MediaRunway - About this application]





==Functions==




This chapter describes every function of the four apps. The screenshots show the apps running inside the innovaphone myApps client.

=== Admin App (QB Admin) ===
[[Image:QueueBoard-adminAppIcon.png]]

The Admin App is where QueueBoard is set up. The menu in the top right corner opens the pages '''Queues''', '''PBX''', '''Email''' and '''Mail reports'''.

==== Queues ====

QueueBoard works with queues. A QueueBoard queue is linked to one innovaphone Waiting Queue of the PBX and carries all QueueBoard-specific settings. The overview shows every queue as a card with its name and the linked PBX queue.

* '''Add''' creates a new queue.
* '''Edit''' opens the queue editor.
* '''Delete''' removes the queue from QueueBoard (the Waiting Queue on the PBX is not touched).
* A PBX Waiting Queue can only be linked to one QueueBoard queue.

[[Image:QueueBoard3-AdminApp-Queues.png|560px]]
''Queue overview''

==== Queue editor ====

Each setting has an info icon with a short explanation. The settings are grouped into sections:

'''General'''

{| class="wikitable"
|-
! Setting !! Description
|-
| '''Name''' || The name shown for this queue in all apps.
|-
| '''Target queue''' || The PBX Waiting Queue that is tracked by this queue.
|-
| '''Time zone''' || Used for statistics and for scheduled data deletion.
|}

'''Ready agents''' - defines who counts as ready:

{| class="wikitable"
|-
! Setting !! Description
|-
| '''Count only primary group''' || Only agents who are logged in to their primary group are counted.
|-
| '''Count logged in, offline agents''' || Agents who are logged in to the queue but whose presence is offline are counted as well.
|-
| '''Count presence-independent''' || The agent state does not depend on the presence - except for wrap-up and on-call.
|}

'''Wrap-up'''

{| class="wikitable"
|-
! Setting !! Description
|-
| '''Initial time (seconds)''' || How long an agent has to complete the wrap-up. When the time is over, the wrap-up closes automatically. '''0''' disables wrap-up, '''-1''' means no time limit.
|-
| '''Extend time (seconds)''' || If set, agents can extend their wrap-up by this amount with the '''Extend''' button.
|-
| '''Use PBX wrap-up time''' || The PBX handles the presence after a call instead of QueueBoard (not recommended).
|-
| '''Support reasons''' || The list of reasons agents can choose from when documenting a call. Add entries with '''+'''.
|}

'''SLA'''

{| class="wikitable"
|-
! Setting !! Description
|-
| '''SLA time''' || Target in seconds within which a call should be answered. Agents and supervisors see the percentage of calls answered within this time.
|-
| '''Reset SLA counter''' || The time of day at which the SLA counter starts again.
|}

'''Abandoned calls'''

{| class="wikitable"
|-
! Setting !! Description
|-
| '''Reset abandoned calls counter''' || When the counter of the Abandoned widget is reset - '''Hide''' (not shown), '''Every hour''' or a fixed time of day.
|-
| '''Delete list entries (after days)''' || Entries older than this are removed from the abandoned list. '''0''' hides the list, '''-1''' never deletes.
|}

'''Alarms / Warnings''' - every key figure has a “Warning at” (orange) and an “Alarm at” (red) value. When the value is reached, the tile changes color in the User, Supervisor and Dashboard app:

{| class="wikitable"
|-
! Key figure !! Triggers when
|-
| '''SLA below (%)''' || the SLA percentage drops below the value.
|-
| '''Number of waiting calls''' || the number of waiting calls exceeds the value.
|-
| '''Number of ready agents (below)''' || the number of ready agents drops below the value.
|-
| '''Wait time (seconds)''' || the current longest wait time exceeds the value.
|-
| '''Number of abandoned calls''' || the number of abandoned calls exceeds the value.
|-
| '''Number of agents on the phone''' || the number of agents on a call exceeds the value.
|-
| '''Number of agents in wrap-up''' || the number of agents in wrap-up exceeds the value.
|}

'''Statistics'''

{| class="wikitable"
|-
! Setting !! Description
|-
| '''Week start''' || The first day of the week in the supervisor statistics.
|-
| '''Delete statistics (after days)''' || When call and agent data is deleted. This also affects the abandoned calls counter.
|-
| '''Write agent data''' || Records statistics per agent. Also determines whether an agent can see which colleague a caller last spoke to.
|-
| '''Anonymize agent data''' || Replaces agent names in team statistics and exports by random labels.
|}

'''Advanced'''

{| class="wikitable"
|-
! Setting !! Description
|-
| '''Allow Supervisor presence change''' || Supervisors can change the presence of their agents.
|-
| '''Allow picking waiting calls''' || Agents can pick up a call directly from the waiting calls widget.
|-
| '''Callback request DTMF''' || If set, a caller who enters this DTMF code ends the call and is listed as an abandoned call - a simple way to offer a callback request.
|}

'''Supervisors'''

{| class="wikitable"
|-
! Setting !! Description
|-
| '''Enable whitelist''' || When enabled, only the supervisors you assign can access this queue in the Supervisor App.
|}

[[Image:QueueBoard3-AdminApp-QueueEditor-1.png|560px]]
''Queue editor - general, ready agents, wrap-up and SLA''

[[Image:QueueBoard3-AdminApp-QueueEditor-2.png|560px]]
''Queue editor - abandoned calls and alarms / warnings''

[[Image:QueueBoard3-AdminApp-QueueEditor-3.png|560px]]
''Queue editor - statistics, advanced and supervisors''

==== PBX ====

In a master / slave scenario with several PBXes, enter the name of the PBX that QueueBoard has to work with. Press '''Save''' to apply.

[[Image:QueueBoard3-AdminApp-PBX.png|520px]]
''PBX settings''

==== Email ====

Mail reports need a mail account to send from. Enter the data of your mail server and press '''Save''':

{| class="wikitable"
|-
! Field !! Description
|-
| '''Server''' || Address and port of your SMTP server.
|-
| '''Host''' || Host name.
|-
| '''Username / Password''' || Login of the mail account. The password is hidden; use the eye icon to show it.
|-
| '''Email address''' || The sender address of the reports.
|-
| '''Display name''' || The sender name recipients see.
|-
| '''Signature''' || Text added at the end of every report e-mail.
|}

Use the '''Test''' card to check your settings: enter a recipient and press '''Send test email'''.

[[Image:QueueBoard3-AdminApp-Email.png|520px]]
''Email settings and test''

==== Mail reports ====

Create and manage automatic e-mail reports for every queue. A report card shows the report name, its queue, interval, weekday, delivery time and number of recipients.

{| class="wikitable"
|-
! Field !! Description
|-
| '''Name''' || Name of the report.
|-
| '''Queue''' || The queue the report is about.
|-
| '''Interval''' || '''Daily (today)''', '''Daily (yesterday)''', '''Daily (24h)''', '''Weekly''', '''Weekly (24/7)''' or '''Monthly'''.
|-
| '''Weekday''' || The day on which weekly reports are sent.
|-
| '''Delivery time''' || The time of day the e-mail is sent.
|-
| '''From / To''' || The time-of-day window the report covers.
|-
| '''Recipients''' || One or more e-mail addresses that receive the report.
|}

[[Image:QueueBoard3-AdminApp-Reports.png|560px]]
''Mail reports overview''

[[Image:QueueBoard3-AdminApp-ReportEditor.png|440px]]
''Mail report editor''

=== User App (QB User) ===
[[Image:QueueBoard-userAppIcon.png]]

The User App is the daily workspace for call-center agents. It is split into a sidebar on the left (your status and your queues) and a content area on the right (the live widgets of the selected queue).

==== Overview of the workspace ====

* Select a queue in the sidebar to open its live widgets in the content area.
* The widgets show caller statistics, team status, waiting calls, abandoned calls and the team.
* Everything updates in real time; wait times count up every second.
* Widgets can be arranged, resized, hidden or opened in their own window (popout).

[[Image:QueueBoard3-UserApp-Overview.png|560px]]
''User App - sidebar with queues and the live widgets of the selected queue''

==== Sidebar: your status, search and queues ====

* '''Profile and presence''' - shows your name, picture and current presence (Available, On the phone, Wrap-up, …). The presence color follows your PBX status.
* '''Log out button''' - next to your profile, logs you out of all queues at once. The same button logs you in to all queues again (your previous group selection is restored).
* '''Search''' - search for users and callers. Press '''Ctrl + K''' (⌘ + K on Mac) to jump straight into the search field.
* '''Queue list''' - every queue you are a member of is listed with its name and the number of waiting calls and ready agents.
* '''Log in / log out per queue''' - the arrow button next to each queue logs you in or out of that queue.

==== Selecting groups ====

A queue can consist of several agent groups - for example a primary group and additional groups for other skills. Choose the '''Groups''' button of a queue to open the group selector. Switch the groups you want to be logged in to and confirm with '''Save'''.

* '''Primary group''' - your main group in this queue.
* '''Other / secondary groups''' - additional groups you can join or leave as needed.
* The login indicator of the queue shows whether you are logged in to the primary group, only to other groups, or logged out - and whether your phone is currently active.

[[Image:QueueBoard3-UserApp-GroupSelector.png|520px]]
''Group selector''

==== Caller statistics and team status ====

The two rows of tiles at the top of the content area give you the current situation of the queue:

{| class="wikitable"
|-
! Tile !! Meaning
|-
| '''Wait time''' || The wait time of the longest-waiting caller right now.
|-
| '''SLA''' || Percentage of calls answered within the configured SLA time (for example 30 s). The SLA time is shown in the tile title.
|-
| '''Waiting''' || Number of callers currently waiting in the queue.
|-
| '''Abandoned''' || Number of callers who hung up before being answered. The second number shows how many of them are still open (no callback yet).
|-
| '''Ready''' || Agents who are ready to take a call, compared to the number of agents logged in. Hover the info icon to see which colors count as ready.
|-
| '''On a call''' || Agents currently on a call in this queue. The second number shows agents on a call for another queue or a private call.
|-
| '''Wrap-up''' || Agents who are currently documenting a finished call.
|}

'''Warning and alarm colors:''' When a value reaches its warning or alarm threshold (defined by the administrator), the tile changes color - orange for a warning, red for an alarm.

==== Waiting calls ====

* Lists all callers currently waiting, with name or phone number and a live wait-time counter.
* Colored markers on the left show the type of caller: regular call, VIP caller or emergency call.
* Wait-time badges change color the longer the caller waits.
* If the administrator has enabled it, you can '''pick up''' a waiting call directly from the list.
* Use the filter button to sort by wait time (longest first or shortest first).

[[Image:QueueBoard3-UserApp-WaitingCalls-Sort.png|360px]]
''Waiting calls - sorting''

==== Abandoned calls ====

The Abandoned list shows callers who hung up before an agent answered, so that no customer is forgotten.

* Each entry shows the caller, how many times the caller has abandoned and how many callback attempts have already been made.
* While a colleague is calling a customer back, the entry shows '''Callback by <name>''' so that nobody calls twice.
* Use the '''phone button''' to call the customer back directly.
* Use the '''note button''' to open the caller history (see below).
* '''Calling back does not remove the entry.''' An abandoned call stays in the list after you have called the customer back. It is removed automatically as soon as the customer calls again and is connected to an agent. You can also close it manually with '''Close open callback''' in the caller history.
* Old entries are removed automatically after the number of days defined by the administrator.
* Sort by last update, creation time or number of abandoned calls - ascending or descending.

[[Image:QueueBoard3-UserApp-AbandonedCalls-Sort.png|360px]]
''Abandoned calls - sorting''

==== Team ====

* Shows all agents of the queue with picture, name, presence and - while on a call - the number they are talking to.
* Wrap-up and ringing states are shown as badges.
* Call a colleague directly with the phone button.
* Sort by status or name, and hide inactive agents with the '''Inactive''' filter.

[[Image:QueueBoard3-UserApp-Team-Filter.png|360px]]
''Team - sorting and filter''

==== Layout settings ====

Open '''Layout''' in the top right corner to adapt the workspace to your screen and your way of working:

{| class="wikitable"
|-
! Setting !! Description
|-
| '''View''' || Arrange the widgets as a '''Grid''', as a '''List''' (below each other) or as a '''Horizontal list''' (side by side).
|-
| '''Widget height''' || Small, Medium, Large or Custom - a slider lets you choose a free height.
|-
| '''Widgets''' || Show or hide Caller statistics, Team status, Calls, Abandoned and Team.
|-
| '''Hide widget after popout''' || When enabled, a widget that you open in its own window disappears from the workspace.
|}

Each list widget has a '''popout button''' that opens it in a separate window - ideal for a second monitor. Widgets can also be re-ordered by drag and drop.

[[Image:QueueBoard3-UserApp-Layout.png|560px]]
''Layout settings''

==== Incoming calls ====

When a call from the queue is offered to you, a call popup appears at the bottom of the sidebar - even if the app is in the background of the page. The popup shows:

* The caller's name or number and the queue the call comes from.
* A hint about the caller's history: '''New customer''', the number of '''missed calls''', or '''who the caller last talked to and when'''.
* A running timer.

Press '''Accept''' to take the call, or the red button to decline.

[[Image:QueueBoard3-UserApp-IncomingCall.png|560px]]
''Incoming call popup''

==== Current call: documentation and call information ====

As soon as you accept a call, the content area switches to the '''Current call''' view. A tab at the top shows the running call with its timer next to the queue tab, so you can switch back to the queue at any time without losing the call.

* '''Support reason''' - select the reason for the call from the list defined by the administrator.
* '''Documentation''' - write down what the call was about. Your text is saved automatically when you end the call or complete the wrap-up.
* '''Call information''' - caller name and phone number with a copy button for each.
* '''Progress''' - a live timeline of the call: waiting in the queue, alerting, connected and wrap-up, each with its duration.
* '''Call history''' - earlier notes, accepted calls and abandoned calls of this caller (see below).

[[Image:QueueBoard3-UserApp-CurrentCall.png|560px]]
''Current call - documentation and call information''

[[Image:QueueBoard3-UserApp-CurrentCall-FilledOut.png|560px]]
''Current call - support reason and documentation filled out''

==== Wrap-up ====

After the call ends, you stay in '''wrap-up''' so you can finish your documentation without being offered the next call. The wrap-up box at the bottom of the sidebar shows a countdown.

* '''Extend''' - adds more wrap-up time (the amount is configured per queue).
* '''Stop''' - completes the wrap-up immediately, saves your documentation and sets you ready again.
* When the time is over, the wrap-up closes automatically and your documentation is saved.
* Your presence shows '''Wrap-up''' during this time, and colleagues and supervisors see it in the team status.

[[Image:QueueBoard3-UserApp-Wrapup.png|560px]]
''Wrap-up with documentation and the Extend / Stop buttons''

==== Caller history and notes ====

Open the caller history from an abandoned call, the current call or the search. It collects everything that is known about the caller on three tabs:

{| class="wikitable"
|-
! Tab !! Content
|-
| '''Notes''' || Wrap-up documentation (with support reason), manual notes and callback notes written by all agents - with author, time and picture.
|-
| '''Accepted''' || Calls that were answered, with duration and the agent who handled them.
|-
| '''Abandoned''' || Calls the caller abandoned. A warning icon marks abandoned calls that are still open.
|}

The '''Week''', '''Month''' and '''All''' switches limit the list to a time range and show how many entries each range contains. At the bottom you can:

* '''Call back''' - call the customer immediately.
* '''Close open callback''' - mark all open abandoned calls of this caller as done, optionally with a comment.
* '''Add note''' - write a note for the caller (Ctrl + Enter saves).
* Delete a manual note with the trash icon.

[[Image:QueueBoard3-UserApp-CallerHistory-Notes.png|560px]]
''Caller history - notes''

[[Image:QueueBoard3-UserApp-CallerHistory-Accepted.png|560px]]
''Caller history - accepted calls''

[[Image:QueueBoard3-UserApp-CallerHistory-Abandoned.png|560px]]
''Caller history - abandoned calls''

=== Supervisor App (QB Supervisor) ===
[[Image:QueueBoard-supervisorAppIcon.png]]

The Supervisor App is used to monitor several queues at the same time and to analyze what happened. The menu in the top right corner switches between four pages: '''Queues''', '''Statistics''', '''Export''' and '''Mail reports'''.

==== Queues ====

The Queues page shows one column per monitored queue, side by side. You decide which queues are shown and in which order.

* '''Add a queue''' with the dashed placeholder at the right edge; '''remove''' it with the red X in the column header.
* '''Re-order''' columns by dragging the handle in the column header.
* Each column shows the same live information as the agents' workspace: caller statistics, team status, a statistics table and lists.
* The '''statistics table''' shows Sum, Max and Average of wait time, waiting calls and abandoned calls for a selectable period (Today, Yesterday, This week, …).
* The '''lists''' switch between Calls, Abandoned and Team. The team list lets a supervisor call an agent directly.

[[Image:QueueBoard3-SupervisorApp-Queues.png|560px]]
''Supervisor - queues side by side (Calls and Abandoned lists)''

[[Image:QueueBoard3-SupervisorApp-Queues-Team.png|560px]]
''Supervisor - the Team list of a queue''

==== Widget settings per queue ====

The settings button in each column header lets you decide which of the three sections the column displays: '''Statistics''', '''Statistics table''' and '''Lists'''. Hide what you do not need to fit more queues on the screen.

[[Image:QueueBoard3-SupervisorApp-WidgetSettings.png|420px]]
''Widget settings of a queue column''

==== Statistics ====

The Statistics page contains detailed charts for one queue. The switch in the top right corner changes between '''Queues''' (call figures) and '''Team''' (figures per agent).

The toolbar offers the following controls:

{| class="wikitable"
|-
! Control !! Description
|-
| '''Queue selector''' || Choose the queue to analyze.
|-
| '''Date range''' || Pick any period or one of the shortcuts: Yesterday, This week, Last week, Last 4 weeks, This month, Last month, Last 30 days, This year, Last year or All time.
|-
| '''Auto-reload''' || No reload, every 5 minutes or every 15 minutes.
|-
| '''Comparison mode''' || Compares the selected period with a baseline period; the chart tooltips then show the value compared to the baseline.
|-
| '''Reload button''' || Reloads the data immediately.
|-
| '''PDF''' || Downloads the currently shown statistics as a PDF document.
|}

==== Queue statistics ====

* '''Key figures''' - Total, Accepted, Forwarded and Abandoned calls, plus the number of calls by wait time: 0-10 s, 11-20 s, 21-30 s and over 30 s.
* '''Availability''' - a pie chart showing how the calls were distributed: abandoned, forwarded and accepted, split by wait time.
* '''Call volume over the day (cumulated)''' - calls per quarter of an hour, split into accepted, forwarded and abandoned.
* '''Call volume during the week (cumulated)''' and '''Percentage call volume during the week''' - absolute and relative volume per weekday.
* '''Wait time over the day (cumulated)''' - how many callers waited 0-10 s, 11-20 s, 21-30 s and longer, per time of day.
* '''Wait time over the week (average)''' - a heat map of the average wait time in seconds by weekday and hour. Dark red cells show your problem hours.
* '''Transferred calls over the day (cumulated)''' - the number of calls that were transferred.

[[Image:QueueBoard3-SupervisorApp-Statistics-1.png|560px]]
''Queue statistics - key figures and availability''

[[Image:QueueBoard3-SupervisorApp-Statistics-2.png|560px]]
''Call volume over the day (cumulated)''

[[Image:QueueBoard3-SupervisorApp-Statistics-3.png|560px]]
''Call volume during the week and wait time over the day''

[[Image:QueueBoard3-SupervisorApp-Statistics-4.png|560px]]
''Wait time heat map''

[[Image:QueueBoard3-SupervisorApp-Statistics-5.png|560px]]
''Transferred calls over the day''

[[Image:QueueBoard3-SupervisorApp-Statistics-6.png|560px]]
''Transferred calls over the day - chart detail''

==== Team statistics ====

* '''Accepted calls per agent''' - timeline of the calls each agent answered.
* '''Total talk time per agent''' and '''Average talk time per agent'''.
* '''Transferred calls per agent'''.
* '''Group logins per agent''' - when each agent was logged in to the queue's groups. Use the slider below the chart to zoom into a period.

If the administrator has enabled '''Anonymize agent data''' for the queue, agent names in the team statistics are replaced by random labels. The labels differ in every report, so single agents cannot be tracked across reports.

[[Image:QueueBoard3-SupervisorApp-TeamStatistics-1.png|560px]]
''Team statistics - accepted calls and talk time per agent''

[[Image:QueueBoard3-SupervisorApp-TeamStatistics-2.png|560px]]
''Team statistics - talk time and transferred calls''

[[Image:QueueBoard3-SupervisorApp-TeamStatistics-3.png|560px]]
''Team statistics - transferred calls and group logins''

[[Image:QueueBoard3-SupervisorApp-TeamStatistics-4.png|560px]]
''Team statistics - group logins per agent with period slider''

==== Export ====

The Export page creates a data file for further processing in spreadsheets or other tools. Select what you want to export and press '''Export''':

{| class="wikitable"
|-
! Field !! Description
|-
| '''Type''' || '''Calls''' (every call with its details) or '''Logins''' (the login times of your agents).
|-
| '''Queue''' || A single queue or all queues.
|-
| '''Agent''' || A single agent or all agents (only available when a queue is chosen).
|-
| '''From / To''' || The period to export.
|}

[[Image:QueueBoard3-SupervisorApp-Export.png|560px]]
''Export page''

==== Mail reports ====

Mail reports send queue statistics automatically by e-mail on a schedule. Supervisors and administrators can manage reports. See the Admin App chapter for a description of all fields.

* '''Create report''' adds a new report. '''Edit''' opens it and '''Delete''' removes it.
* Every report card shows its interval, weekday, delivery time and the number of recipients.

[[Image:QueueBoard3-SupervisorApp-Reports.png|560px]]
''Mail reports overview''

[[Image:QueueBoard3-SupervisorApp-ReportEditor.png|440px]]
''Mail report editor''

=== Dashboard App (QB Dashboard) ===
[[Image:QueueBoard-dashboardAppIcon.png]]

The Dashboard App is made for wall monitors and shared screens. It shows the most important figures of one queue in large tiles that can be read from across the room.

* Select the queue with the selector next to the queue name at the top.
* '''Caller statistics:''' wait time, number of waiting calls and abandoned calls.
* '''Team status:''' ready agents (out of logged-in agents), agents on a call and agents in wrap-up.
* Tiles turn '''orange''' (warning) or '''red''' (alarm) when the thresholds defined for the queue are reached - so a problem is visible immediately.
* The dashboard updates live and needs no interaction.

[[Image:QueueBoard3-DashboardApp.png|560px]]
''Dashboard App''

==Multi-PBX ready==
QueueBoard can be used in master / slave scenarios. Enter the name of the PBX that QueueBoard has to work with in the PBX page of the Admin App (see Configuration).

==Licensing==


* With Queue Board 2.0, the licensing changed to [https://www.innovaphone.com/en/services/licenses/partner-apps.html?app=queueboard&type=license#queueboard this licensing model].
* [[#Grant_access_to_APIs|See the description]] of where to add the queue licenses.
* The users must be assigned the user, supervisor or dashboard app license.
* See Configuration > Grant access to APIs for where to configure the service (waiting queue) license.

QueueBoard uses the innovaphone licensing of your PBX. Licenses are assigned per queue: the available licenses are assigned to your queues in the order the queues were created. A queue without a license shows a '''No license''' notice instead of its content.

Until a license is installed, the app runs as a trial version. A notice at the bottom of the screen shows that the unlicensed trial version is in use, or until when the app is free to use.

Please contact MediaRunway or your reseller for details on licenses.

==Prerequisites==





* An innovaphone PBX and Application Platform
* Valid licenses
* One or more innovaphone Waiting Queues on the PBX that QueueBoard should monitor
* A mail account (SMTP) if you want to use mail reports (optional)
* A modern web browser or the innovaphone myApps client

For this app, you need '''no extra Windows server''' or client software, only the myApps platform and the myApps client (installed or opened in a browser).

A waiting queue must be configured in the PBX, together with a group and group members for that waiting queue. The group should only be used for this waiting queue: if the same group is used for another waiting queue, the user will dyn-in/dyn-out of more than one waiting queue. One waiting queue can have more than one group configured, for example to distinguish the users of the primary group from the other users. This is not specific to the Queue Board app, it is basic innovaphone admin knowledge.

==Versions==


'''Queue Board 2.0''' starts with Queue Board version 133013 sr8. Queue Board 2.0 has '''multi queue''' functionality. '''With this version, the licensing changed to innovaphone licensing.'''
The service release number is lower than that of the last Queue Board 1.0 version, because the innovaphone SDK sr8 is used, so that older systems can also use Queue Board 2.0.



===Compatible innovaphone firmware versions===


* MediaRunway Queue Board 1.0 (132xxx sr18, 133xxx final)
** innovaphone V13r2, V13r3
* MediaRunway Queue Board 2.0 (133x1x sr8)
** innovaphone V13r3, V14r1

===Application versions used for interop testing===



* MediaRunway Queue Board 1.0 (132xxx sr18, 133xxx final)

** innovaphone IPVA V13r2sr18
** innovaphone IPVA V13r3final
* MediaRunway Queue Board 2.0 (133x1x sr8)
** innovaphone V13r3

==Configuration==









After installation, open the Admin App and configure QueueBoard in this order:

# '''PBX''' - in a master / slave scenario, enter the PBX name.
# '''Queues''' - add a queue for each Waiting Queue you want to monitor and adjust the queue settings (wrap-up, support reasons, SLA, alarms).
# '''Email''' - enter your mail server data and send a test e-mail (only needed for mail reports).
# '''Mail reports''' - create the reports you need.

Agents and supervisors need no further configuration - they open their app and select their queues.

=== Alert and pre-alert thresholds ===

==== Waiting calls ====
The pre-alert value should be smaller than the alert value, because the alert is a maximum value.

==== Ready team members ====
The pre-alert value should be greater than the alert value, because the alert is a minimum value.

The values that can be set for alert and pre-alert depend on the two switch settings in the "Ready agents" section of the queue editor in the Queue Board admin app ("Count only primary group" and "Count logged in, offline agents").

=== Grant access to APIs ===
[[Image:PBXobjApiAccess.png]]

Only set this on the Queue Board admin PBX app object, not on the Queue Board user, dashboard or supervisor PBX app objects!
* Shows the required API access rights of the Queue Board admin PBX app object in the advanced admin UI.
* In the input field "Licenses", enter the number of licensed waiting queues.
* The user, dashboard and supervisor PBX app objects have none of these checkmarks set and no license number in the input field. This is only done in the Queue Board admin PBX app object.

==Installation==








The steps of the installation process are the same as [[Howto:Callback_-_MediaRunway_-_Partner_App#Install_app_from_App_Store|described in this article]], only with different names. You have to install the app, add an app instance and add the app objects.

After installing the app, adding the app instance and the app objects for the users, supervisors and administrators, QueueBoard is ready to use.

'''Brief summary of the installation'''

# Install the app from the app store.
# Create an instance of the app. Values needed: Name (e.g. "queueboard", no blanks please) - Domain (your platform domain) - App Password (generate one, e.g. with 15 characters) - DB Password (generate one, e.g. with 15 characters) - other values will be filled up automatically.
# Add the app objects with the PbxManager app (when selecting the name, please do not use spaces): '''QB User''' for agents, '''QB Supervisor''' for supervisors, '''QB Dashboard''' for monitors and '''QB Admin''' for administrators.
# Assign the app objects to the users or groups who should see them.

==Known Issues==
- Do not activate the checkbox for SOAP in the monitored waiting queue PBX object, because then a connected call will not be shown as connected. Because of this, you cannot use the IQM in parallel with the Queue Board to correctly monitor the waiting queue in both applications.

- Concerning the sending of e-mails: if IPv6 is used in your network, e-mails may not be delivered. The SMTP client from the innovaphone SDK will be updated in an upcoming platform version to eliminate the problem.

==Contact==




{|
| MediaRunway GmbH & Co. KG
|-
| Venloer Str. 8
|-
| D-41569 Rommerskirchen
|-
| Tel: +49 2183 80628-0
|-
| Sales: [mailto:myApps-sales@mediarunway.com myApps-sales@mediarunway.com]
|-
| Support / Presales: [mailto:myApps-support@mediarunway.com myApps-support@mediarunway.com]
|-
| Website: [https://www.mediarunway.com/ MediaRunway.com]
|}

For any questions please refer to [https://mediarunway.com/contact/ our contact page].

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