Wallboard View 2 (Skills) explained

Gridview

With the Grid view of the Wallboard you can focus on individual Skills.

In this example there 3 Skills available.

Below you will find the explanation per Skill line

Item	Description
SLA	Percentage of all incoming calls for this Skill compared to the OverflowThreshold
Skill name	Name of the Skill
Calls Waiting	The amount of calls that are waiting to be answered for this Skill
Longest Wait	Shows the active longest waiting time for a call for this Skill
Average Wait	Shows the active average waiting time for a call for this Skill
Agents	Total agents available for this Skill
On a Call	The amount of agents in a call for this Skill

Show the daily call statistics.

Item	Description
Green circle	Number of accepted conversations today
Answer in 30s	Number of accepted conversations today with a queue time shorter than 30 seconds
In a Call	Number of active accepted conversations
Red circle	Number of missed conversations today (with a Skill)
Decline in 30s	Number of missed conversations today with a queue time shorter than 30 seconds
AVG Decline	The average number of seconds the conversations was disconnected today
Yellow circle	Average queue time of the accepted conversations
Longest wait	Longest Queue time of the accepted conversations today
Calls waiting	Number of active conversations in the queue

Note: All numbers include the Inbound, Outbound and Direct Conversations

Shows real-time the number of the number of agents.

Item	Description
Total Agents	All informal Agent When you create an 'Informal Agent' in the agent list, then this agent will be part of the agent circle as soon as he signs in to his Skype for Business or Teams client. In contrast, by marking the checkbox 'Formal' upon creating a new agent, the agent first has to actively sign in to the UCC to be available for call distribution. + All logged in formal Agents A Formal Agent is able to sign in and sign out of the UCC. This can be achieved when the Agent sends a start or stop command to the Skype for Business client of the UCC.
Available	Contains Informal Agents with the status Available Not in discharge duration. With an Audio device Logged in formal Agents with the status Available Not in discharge duration. With an Audio device
Busy	Contains Informal Agents with the status Busy With an Audio device Logged in formal Agents with the status Busy Not in discharge duration.
Away	Contains Informal Agents with the status Away With an Audio device Logged in formal Agents with the status Away Not in discharge duration.
Offline	Contains Informal Agents with the status Offline Logged in formal Agents with the status Offline Agents in discharge duration

Note: All numbers include the Inbound, Outbound and Direct Conversations. (Also forwarded calls are counted)

Item	Description
<20 sec	Number of accepted conversations today with a queue time shorter than 20 sec
< 2 min	Number of accepted conversations today with a queue time shorter than 2 minutes
> 2 min	Number of accepted conversations today with a queue time longer than 2 minutes
SLA	[Accepted within < x sec]/ ([Accepted Today]+[Missed Today]) Note: X seconds can be changed in the config.xml.

Note: that the Wallboard uses a simplified source for the statistics compared to the Dialogue Intelligence (reports).

For this reason the data will not always be one-on-one the same.

Differences:

Dialogue Intelligence distinguishes between Missed and QuickDrop, Wallboard combines them as Missed.
Dialogue Intelligence distinguishes between Inbound, Direct, Outbound, Wallboard combines them.
Dialogue Intelligence distinguishes between Hunts and Forwards, Wallboard combines them.