Basics about Edge Pulse

CallGuide Edge Pulse is a real time monitor, made as a wallboard in your web browser. See the overview film Edge Pulse films

As an administrator you decide what to display to coaches and agents - both in content and layout.

• Create pages and choose which type of cards you want to display in each page.
• Select which real-time data is to be picked from CallGuide.
• Choose how figures are to be shown; in a multi value list, a gauge or as a single value.



• Set the service level thresholds, and display colours as they are exceeded.
• Display web pages from Intranet or www, within their own cards on your wallboard.
• Present messages from the coach. See Best practice for Edge Pulse
• Move and resize the cards with drag-and-drop.

To get started, see Set up your Edge Pulse and Card types in Edge Pulse

Pick data from CallGuide

Some examples of the CallGuide information available for display in your Edge Pulse.

• Contacts in queue right now, average queue time and longest time in queue.
• Received, handled, escalated, lost and abandoned contacts
• Agents' time in various statuses, such as pause, in call and in chat
• Statistics regarding answered calls for campaigns

Descriptions of the concepts can be found in help topics related to queues' and agents' details in CallGuide Pulse. See e.g. Queue details - Overview tab and Queue details - Table tab

The statistics are described in Statistics terms from A to Z, where each English term is also seen together with its Swedish and Finnish equivalent.