Wallboad View 1 (Default) explained

Low Load

Shows up to 10 concurrent conversations.

 

High Load

Shows up to 30 concurrent conversations.

 

Skill Queues overview

In the top site of the Wallboard the Skill will be shown, the can be entered in the 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. (ShowOnWallboard = True).

Within this part, the view will be switched in the following order:

View 1> View 2 > View 1 > View 3 > View 1 etc.

View 1

View 1 shows the percentage of the queue (Number of Callers/ OverflowTreshold *100)

View 2

View 2 shows the LyncMicrosoft Lync (formerly Microsoft Office Communicator) is an instant messaging program designed for business use and is the successor of Windows Messenger. In order to use Lync, a Microsoft Lync Server is required. and Skype for BusinessSkype for Business (formerly Microsoft Office Communicator and Microsoft Lync) is an instant-messaging client used by Anywhere365. In order to use SFB, a Microsoft Skype for Business Server is required. Skype for Business is enterprise software; compared to Skype, it has different features that target businesses. icon of the logged in Available Agents per Skill.

View 3

View 3 shows the Lync and Skype for Business name of the logged in Available Agents per Skill.

 

Calls overview

In the center part of the Wallboard all the Calls will be shown, whom are connected to the UCC. Below visually the calls per phase.

Incoming Call

Call in queue (no Agents)

Call in queue (Hunting)

Call Connected to an Agent

Call in Quality Monitor

 

Agent overview

Description

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

 

Explanation

Item

Description

Total Agents

All informal AgentWhen a person is set as Informal Agent it is always an Agent in the Agent circle. + All logged in formal AgentsA Formal Agent is able to sign in and sign out of an UCC. This can be achieved when the Agent sends a start or stop command to the Lync or 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

 

 

Call history overview

Description

Show 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

Note All numbers include the Inbound, Outbound and Direct Conversations

 

 

SLA

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

Description

Shows the SLA of the UCC today.

 

Explanation

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.