Wallboard View 6 (Reason Code Rows) explained


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




Each row is a reason code.

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.