Wallboard View 9 (Reason Code Columns) explained
Introduction
The Reason Code view gives the supervisor the overview in which reason codes their Agents are currently in.
Description
Each column is a reason code.
Tip: First column can be configured as "InCall" status.
Tip: Second column can be configured as "Discharge".
Tip: Last column can be configured as Other.
Per Agent you can see how long this user has this status (hh:mm:ss) and an additional value (configurable). This can be:
-
Their Average Handling Time (Talk Time + Discharge Duration) is.
-
Their total number of calls today.