CardBoardCX
Browser support
We suggest using the most up to date version of Google Chrome in order to have the best experience. Of course, CardBoardCX is to be used in the most common browsers as well: Safari, Mozilla Firefox and Microsoft Edge. Running CardBoardCX on Internet ...
Can I edit the company name after creating an account?
Unfortunately, this is not possible from the application and must be done by us. You can send a request to support@cardboard.cx and we will do it for you.
What is the difference between a Partner and Admin role?
Partners Partner role -> Customer Management -> can create Customers within the Partner account Admin role -> User Management -> can create role Admin or role Creator within Partner account Admin can create another user with role Admin or user with ...
Is there a way to use queue groups or select multiple queues and show 1 added up figure?
We've been adding a few things that do this. What we have, is this: A summation on the bottom of the following lists (this shows when you select this card and add multiple queues to it): Conversations Abandoned Conversations Answered Conversations ...
Can backoffice users be connected to CardBoardCX?
CardBoard works with whatever agents are provided via Avaya, Mitel or PureConnect API. In the connector menu, if you open the ‘agents’ tab, you can select which agents can be added to your CardBoard stats. If the agents you’re looking for are ...
What is the max amount of Agents that can be displayed in a card?
Whereas the amount of agents in one list is unlimited, the maximum that will be displayed is about eighteen. Via the sorting option, the user can influence which will be visible, but once more than 18 agents are active, some of them won't be visible ...
I am missing a customer board in our customer overview. I would like to take this over for adjustments, but this is no longer visible.
This happens when an Admin role has been changed to Creator. This means you can no longer impersonate an account. You can contact us and we will restore the admin account.
Am I able to modify the font size of the card?
Changing the fontsize is not possible in CardBoardCX at the moment.
Can boards be moved from our primary account to a customer account?
Unfortunately, at the moment this is not possible. The board would have to be created under the customer account.
CardBoardCX is not displaying because of a SameSite cookie error. How can I resolve this?
As Agents now mainly work from home. This causes the SameSite Cookie Enforcement to fail in Chrome due to a recent update. The following link shows how to resolve this: ...
Can I display CardboardCX on multiple displays?
Yes, you can display your CardBoard Dashboard on multiple displays if you wish to.
Can I connect Cardboard to a CRM?
Unfortunately, at the moment you can't. If you have a specific requirement please contact us.
Fixing 3rd Party Cookies
Some browsers will display a 3rd party cookie warning, when using a Cardboard on PureConnect. To resolve this the PureConnect system engineers, should at the following outbound rule in the webconfig; <rule name="Add SameSite Cookie" preCondition="No ...
Number of Waiting is incorrect
This happens when agents pick calls from the queue themselves or that supervisors manually offer them to the agent. this can lead to the calls not being deducted from the number of waiting times as they appear in CardBoardCX.
How to connect to Genesys PureConnect
How is Estimated Wait time calculated?
Cardboard directly pulls this KPI from MiCC, but this is short answer on how MiCC calculates it; (Average Talk Time * Position In Queue)/Agents Available This is the link a much more expansive answer on the MiCC Knowledgebase; ...
Secure CardBoardCX url by enabling Secure Endpoint feature
With a (on-premise) MiCC that is not reachable, it is still possible to have a functioning Cardboard as long as the end users are on the LAN/WAN that can reach the MiCC. The result is that when accessed from and external source the board will open, ...
Is it possible to achieve the MiCC queue groups functionality for a number of KPI’s/Cards?
In Cardboard it is possible To achieve the MiCC queue groups functionality for a number of KPI’s/Cards ( Total abandoned conversations Total answered conversations Total offered conversations Total waiting conversations And then there's the "Average ...
Is it possible to use a domain\user account in Cardboard? Our Customer has AD authenticated on their MiCC server.
This is possible. Create an employee in Active Directory; Sync with MiCC (you should also do this regularly with all other users) Make sure the checkboxes for voice / chat / email / other channels are checked. If this doesn't work, feel free to ...
How do I add RAG to Agent Statuses?
In the Agent card settings there's now a toggle that says 'Group agents by availability". When toggled on, the RAG status is added to the card. This works only for Avaya and Mitel.
How to connect to Mitel MiCC Business?
09-10-2020 Release Notes
User activation within application Additional translations Improvements in connector settings User-friendly error screen for non-existing boards Incidental YouTube player issues fixed
23-09-2020 Release Notes
Added RAG to Agent Statuses (only Mitel MiCC) Fixed the issue where Totals are not displayed Correctly Totals in the cards that show information of agents across multiple queues can cause some confusion since a single agent can be a member of ...
31-07-2020 Release Notes
Added integration for Avaya Connector Distributor role added Connector issues fixed
02-03-2020 Release Notes
Added features New Help Center contact possibilities (Chat with us, view Knowledge base and schedule demo). Commit unsaved changes to a card has been added. You will now be asked to save them or discard changes when navigating the grid. UI/UX ...
10-02-2020 Release notes
Possibility to add the weighted average service level over multiple queues. Can be found under category Calculated value. Minor UX changes.
30-01-2020 Release Notes
Clock to show the current time Removed Card size limit Minor interface improvements
22-01-2020 Release notes
Youtube Videos Time flow Minor bug fixes
How do I configure CardBoardCX to require a login before displaying the board?
Go to your account and login Click on Connector Click on Connected (green button) Check Secured Endpoint Login
How do I add an image or slideshow to CardBoardCX?
How do I add a YouTube video to CardBoardCX?
How do I add a text card?
How do I add a clock to a Board?
How do I customise the styling of the Board to match our corporate identity?
How can I share a board?
How do I manage, add, edit and remove Queue's?
How to invite an User to Cardboardcx?
How do I connect CardBoardCX?
Making a connection To start using CardBoard we need to make a connection to your system. This chapter will guide you step-by-step to achieve this. Starting the wizard Click the Connector option in the menu: Selecting your system Select the system ...
How do I Log into Cardboard CX
Login Go to https://app.cardboard.cx/ and login with your login credentials. Forgot your password? Click on Forgot your Password? link to recieve a password reset email Menu On de leftside of the screen you have the following menu options: Boards: ...