Here you can choose Display queues and columns that should be shown in this Wallboard.

First, choose the display queues you want the wallboard to contain in the Select Queues list box. Then, choose which columns to show in the wallboard. Finally, you can move the queues and columns in the order you want (by dragging and dropping) before you save.

If you want to show only the display queues with requests waiting in queue now (amongst the selected queues), then you can tick this option. If you have selected e.g. 20 display queues and selected column “In queue now”, the number of queues shown in your wallboard might vary between 20 and 0 every time it’s refreshed.

Columns to choose from:

  Wallboard (Dashboard) label  Wallboard configuration label Description
1 Abandon % Abandoned % so far Number of callers (chatters) that hung up in queue within the defined SLA time, relative to callers (chatters) offered to queue, so far today
2 Abandon SLA Abandoned calls within SLA so far Number of callers (chatters) that hung up in queue within the defined SLA time, so far today
3 Abandoned  Abandoned Calls so far Total number of callers (chatters) that hung up in queue, so far today
4 AHT AHT so far Average handling time (speak time + wrap up time), so far today
5 Answer % Answer % so far Number of Answered requests relative to Offered requests, so far today. Please note that a call (request) still in queue is counted as Offered but yet not as Answered (or Hung up)
6 Answer % SLA Answer % Within SLA so far Number of requests Answered within SLA, relative to Offered requests, so far today
7 Answer% SLA ex. abandon  Answer% within SLA excl. abandoned, so far Number of requests Answered within SLA, relative to (Offered requests - Hang ups), so far today
8 Answer% SLA ex. abandon SLA  Answer% within SLA excl. abandoned within SLA, so far Number of requests Answered within SLA, relative to (Offered requests - Hang ups within SLA), so far today
9 Answered Answered so far Number of Answered requests, so far today
10 Avg. Speak Avg. Speak Time so far Avg. agent speak time for the requests that have been answered, so far today
  Avg. Wait Avg. Wait Time (answered) Avg. wait time in queue for the requests that have been answered, so far today
11 Avg. Wait now Avg. Wait (for those in Q) now Avg. wait time in queue for the requests currently waiting in queue. Please note that this value usually is around half of what the wait time these requests will have before they are answered, since some requests have just arrived in queue and some have been waiting for a while.
12 Avg. Wrap-up Avg. Wrap-up so far Avg. agent wrap-up time for calls, so far today
13 Call-back Call-back in Q now Number of call-backs in queue now
14 Connected Connected now Number of agents in status Connected now
15 In Pause In Pause now Number of agents in status Pause (any Pause reason) now
16 In Queue In Queue now Total number of calls (requests) in queue now, including callbacks
17 Logged On Logged On now Total number of agents logged on to queue now, including agents in status Pause
18 Logged on ex Pause Logged on ex Pause Number of agents logged on to queue now, excluding agents in status Pause
19 Max Wait Max Wait Time now The longest wait time amongst the requests in queue now
20 Offered Offered so far Total number of requests Offered to queue, so far today
21 Pref. Calls Preferred Calls Number of requests in queue right now that has a reserved/preferred agent
22 Ready Ready now Number of agents in status Ready now
23 Silent Call % Silent Call % so far Silent calls so far today, relative to (answered Dialler calls + Silent call), so far today. Only relevant for Dialler queues
24 Silent Calls Silent Calls so far Number of Dialler contacts that have experienced a Silent call, so far today. Only relevant for Dialler queues
25 SLA Score SLA Score now The Display queue's SLA score now (the highest SLA score for requests in the system queue(s) in this Display queue)
26 Survey Score Avg. Survey Score Avg. Survey Score, so far today

 

About Offered, Answered, Answer rate and Abandoned in Wallboard/Ticker vs Statistics

In Ticker, Wallboard and Dashboard a call/written request is counted as Offered when it arrives in queue. When a call/request later is answered by agent, it is counted as Answered, and if a caller/chatter hangs up while in queue, its counted as Abandoned.

The different Answer rate metrics in Wallboard, Ticker and Dashboard are calculated as requests Answered so far divided by Offered so far, so as long as there are requests in queue, the reported answer rate is usually slightly lower than when no requests are waiting in queue.

Also, please note that there are other queue exits than Abandon (=Hang-up) and Answered by agent, e.g. callback ordered, caller left queue due to pressing x, timeout, caller left queue since queue was full or no agents logged on. There are several columns for such exits available in the statistics report Details per queue.

To compare values in Ticker queue at a given point during the day (e.g. at 1400) with values in the Details per queue statistics for this day from 0000 to 1400 will not give the same result, since in statistics we report an inbound call (as offered and answered) in the time period the call ended. 

In addition, callback in queue complicates since the agent answers but not always the customer that ordered callback, and it might take a long time from callback was ordered until the (last) callback call is done.

Published

10/06/2020 - 16:15

Last updated

15/11/2023 - 07:46
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