Wallboard View 6 (Reason Code Rows) explained

Introduction

The Reason Code view gives the supervisor the overview in which reason codes their Agents are currently in.

 

Reason Code rows

Description

Each row is a reason code.

 

Explanation

Tip First row can be configured as "InCall" status.

Tip Second row can be configured as "Discharge".

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.

 

Agent overview

Description

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

 

Explanation

Item

Description

Total Agents

All informal AgentWhen you create an 'Informal Agent' in the agent list, then this agent will be part of the agent circle as soon as he signs in to his Skype for Business or Teams client. In contrast, by marking the checkbox 'Formal' upon creating a new agent, the agent first has to actively sign in to the UCC to be available for call distribution. + All logged in formal AgentsA Formal Agent is able to sign in and sign out of the UCC. This can be achieved when the Agent sends a start or stop command to the 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 UCCUCC stands for Unified Contact Center and consists of a queue that can be handled by Agents. Each UCC has its own settings, interactive voice response questions and Agents with specific skills. Agents can be member of, or sign up to, one or more UCCs. 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.