On Premises

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.