Wallboard View 2 (Skills) explained

Gridview

With the Grid view of the Wallboard you can focus on individual Skills.

In this example there 3 Skills available.

 

 

Skill Line

Description

Below you will find the explanation per Skill line

 

Explanation

Item

Description

SLA

Percentage of all incoming calls for this Skill compared to the OverflowThreshold

Skill name

Name of the Skill

Calls Waiting

The amount of calls that are waiting to be answered for this Skill

Longest Wait

Shows the active longest waiting time for a call for this Skill

Average Wait

Shows the active average waiting time for a call for this Skill

Agents

Total agents available for this Skill

On a Call

The amount of agents in a call for this Skill

 

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

 

 

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

 

 

SLA

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

Description

Shows the SLA of 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. 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.