User Guide Web Wallboard

Overview

The Web wallboard is split up in the following components

Show the daily statistics.

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

This element shows the SLA percentage per Skill, including additional real-time statistics.

Item	Description
Percentage	The SLA based on the configured formula. Default = AcceptedSLA1 / (AcceptedCallsToday + NotAcceptedCallsToday)
Waiting	Number of active conversations in the queue
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.
In a call	Number of active accepted conversations

This items show the number of agent per reason code.

This item shows the agents per reason code.

Did you find this page helpful?

Yes No

Why wasn't this helpful? (check all that apply)

Couldn't find what I was looking for

Instructions confusing or unclear

Instructions didn't work

Thank you for your feedback.

Email your feedback to our documentation team.

Thanks for taking the time to give us some feedback.