Wallboard Basics


Updated: November 3, 2015

 

Skill Queues overview

In the top site of the Wallboard the Skill will be shown, the can be entered in the UCC (ShowOnWallboard = True).

Within this part, the view will be switched in the following order:

View 1> View 2 > View 1 > View 3 > View 1 etc.

View 1

View 1 shows the percentage of the queue (Number of Callers/ OverflowTreshold *100)

View 2

View 2 shows the Lync and Skype for Business icon of the logged in Available Agents per Skill.

View 3

View 3 shows the Lync and Skype for Business name of the logged in Available Agents per Skill.

 

Calls overview

In the center part of the Wallboard all the Calls will be shown, whom are connected to the UCC. Below visually the calls per phase.

Incoming Call

Call on hold (no Agents)

Call on hold (Hunting)

Call Connected to an Agent

Call in Quality Monitor

 

Agent overview

  • Total Agents = All informal Agent + All logged in formal Agents
  • 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

true

  • Green circle = Number of accepted conversations today
  • Red circle = Number of missed conversations today (with a Skill)
  • Yellow circle = Average queue time of the accepted conversations