Dialogue Cloud

Wallboard View 5 (Statistic) explained

Introduction

The statistics view gives the supervisor a overview on the statistical information of a UCC A Unified Contact Center, or UCC, is a queue of interactions (voice, email, IM, etc.) that are handled by Agents. Each UCC has its own settings, IVR menus and Agents. Agents can belong to one or several UCCs and can have multiple skills (competencies). An UCC can be visualized as a contact center “micro service”. Customers can utilize one UCC (e.g. a global helpdesk), a few UCC’s (e.g. for each department or regional office) or hundreds of UCC’s (e.g. for each bed at a hospital). They are interconnected and can all be managed from one central location..

 

Statistics

Description

Shows real-time statistics of the configured UCC.

 

Explanation

Item

Description

Servicelevel

[Accepted within < x sec]/ ([Accepted Today]+[Missed Today])

Note: X seconds can be changed in the config.xml.

Waiting

Number of active conversations in the queue

Longest Wait

The longest active waiting conversation

Agents in call

Number of active accepted conversations

Agents with break

Number of agent with the reason code "Away".

Note: The reason code can be changed in the config.xml.

Abandoned

Percentage abandoned calls for UCC.
(Abandoned Call is when a customer waited in the queue, but disconnected before talking to an Agent)

Total

Total number of conversations

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.