User Guide Web Wallboard

Overview

The Web wallboard is split up in the following components

  • Statistics Overview
  • Skill Service level overview
  • Status Overview
  • Reason Code overview

 

 

Statistics overview

Description

Show the daily 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

 

Skill Service level overview

Description

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

 

Explanation

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

 

 

Status overview

This items show the number of agent per reason code.

 

Reason Code overview

This item shows the agents per reason code.