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.
