Wallboard View 4 (Agents) explained

Last updated: January 2025

Introduction

With this view you can see the number queued calls (left side) and Agents per Skill (right side). Each row (2 max) is a UCC / Skill combination.

Shows the daily call 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

Show real-time the number of agents.

Item	Description
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

Only inbound calls are counted, not including forwards.

Shows the SLA of the UCC today.

Item	Description
<20 sec	Number of inbound accepted conversations today with a queue time shorter than 20 sec
< 2 min	Number of inbound accepted conversations today with a queue time shorter than 2 minutes
> 2 min	Number of inbound accepted conversations today with a queue time longer than 2 minutes
SLA	[Inbound Accepted within < x sec]/ ([Inbound Accepted Today]+[Inbound Missed Today]) Note X seconds can be changed in the config.xml.

Note

The Wallboard uses a simplified source for the statistics compared to the SQL CDR Database based Power BI reports.

For this reason the data will not always be one-on-one the same.

Differences:

Dialogue Intelligence distinguishes between Missed and QuickDrop, Wallboard combines them as Missed.
Dialogue Intelligence distinguishes between Inbound, Direct, Outbound, Wallboard combines them.
Dialogue Intelligence distinguishes between Hunts and Forwards, Wallboard combines them.