Wallboard View 10 (Email View) explained

Introduction

The Email view show information regarding the Email Dialogue Provider. It shows all Email folder configured in an UCCUCC stands for Unified Contact Center and consists of a queue that can be handled by Agents Each Contact Center has its own settings, interactive voice response questions and Agent with specific skills. Agents can be member of, or sign up to, one or more Contact Centers..

 

 

Description

Each row is a Skill / Queue

Item

Description

Skill Name

Name of the Skill / Queue

Emails to process

Number of emails that still need to be processed

Working in email

Number of emails currently handled by an agent

Emails completed

Number of emails competed today

All agents

Number of agents for this Skill

Available agents

Number of available agents for this Skill

Busy agents

Number of busy agent for this Skill

Handling time

Time in seconds to handle the email

SLA

SLA percentage of handled emails within SLA