Wallboard View 4 (Agents) explained

Introduction

With this view you can see the number queued calls (left side) and Agents per Skill (right side). Each row (2 max) is a UCC A Unified Contact Center, or UCC, is a queue of interactions (voice, email, IM, etc.) that are handled by Agents. Each UCC has its own settings, IVR menus and Agents. Agents can belong to one or several UCCs and can have multiple skills (competencies). A UCC can be visualized as a contact center “micro service”. Customers can utilize one UCC (e.g. a global helpdesk), a few UCC’s (e.g. for each department or regional office) or hundreds of UCC’s (e.g. for each bed at a hospital). They are interconnected and can all be managed from one central location. / Skill combination.

Skype for Business View

Note

Pictures an Presence color-bar are only visible when a Skype for Business client is also available and running on the same machine as the Inflight Wallboard.

Call history overview

Description

Shows the daily call statistics.

Explanation

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

Agent overview

Description

Show real-time the number of agents.

Explanation

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

SLA

Only inbound calls are counted, not including forwards.

Description

Shows the SLA of the UCC today.

Explanation

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

Note

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.