Wallboard [v4.8.1]

For versions:4.8.1

Wallboard are special forms of dashboard that are designed to monitor and analyze performance of agent, information about ticket and channel in real-time.

  • Login as ‘Supervisor‘, for the 3Dolphins SRM login mechanism, do the steps described on the ‘Login‘ page.
  • Select the ‘Analytic‘ menu, on the dropdown menus select the ‘Wallboard‘.
  • On the 3Dolphins system, wallboard analytic are generally categorized into two different types, i.e wallboard ‘Channel‘ and wallboard ‘Agent‘.

Wallboard Channel

In the wallboard channel of 3Dolphins are generally categorized into two different types traffic, i.e channel traffic and ticket traffic.

  • Channel Traffic : Function of channel traffic is to display traffic from available channels based on ‘Abandoned‘, ‘Responded‘ and ‘Waiting‘ tickets. In addition, in this traffic channel you can also see the highest channel traffic and the total of today’s tickets assigned to the agent.
ComponentDescription
DroppedTotal ticket ‘Drop by customer’ (when the agent closing the ticket, then the agent fills in the close status is ‘Drop by customer‘).
RespondedTotal ticket being handled by agent (ticket in ‘Pending‘ and ‘Closed‘ status).
WaitingTotal ticket on the queue process (unassigned).
Highest TrafficThe most highest message (ticket) from the customers on the channel.
Assigned TicketTotal of today’s tickets assigned to the agent.
  • Ticket Traffic : Function of ticket traffic is to display traffic today’s ‘Incoming Ticket‘ and ‘Closed‘ ticket, and you can view traffic ticket based on ‘Daily‘ or ‘Hourly‘.
ComponentDescription
Incoming TicketTotal incoming ticket from all channel.
ClosedTotal closed ticket from all channel.
Daily ticket trafficChart of today’s SLA ticket for the past week.
Hourly ticket trafficChart of today’s SLA ticket for the past 12 hours.
Last 24 hour avgTotal average incoming ticket, over a period of a day (24 hours).
Last 6 days avgTotal average incoming ticket, over a period of a week (6 days).

Detail description on the table :

NameFunction
ChannelChannel type
Today’s TicketInformation total today’s ticket from all channel in real-time.
%SLAPercentage ticket within SLA (total of today’s ticket handled by the agent)
Avg. Queue TimeThe average total duration when ticket customer enters the ticket queue process (unassigned) until the ticket customer enters the assigned bucket tab.
Avg. Response TimeThe average total duration when ticket customer enter the assign tab until the ticket replied by agent.
Avg. Resolution TimeThe average total duration ticket assigned until the ticket is closed. But, if the ticket is transferred to other group or escalated to supervisor, then the Agent can’t get total ticket, but the agent will get ‘Response Time’.

Wallboard Agent

Wallboard agent is real time data display to help Supervisor to monitor activity (Handling, available, break, not available, etc) and monitor productivity of agent. This page will display chart of ‘SLA Ticket‘ and table for productive agent and non productive agent.

Detail description of component SLA :

ComponentDescription
Total ClosedTotal closed ticket from all channel.
Within SLATotal ticket based on SLA.
Productive AgentTotal of productive agent (Agent with status is ‘Available‘ or currently handling ticket).
Non-Productive AgentTotal of non productive agent (Agent with status is ‘Not Available‘ cannot receive or handling ticket).

Detail description on table productive and non productive agent :

NameFunction
AgentName of Agent.
GroupGroup name of Agent.
SkillsChannel assigned to the Agent.
Today’s IncomingTotal of today’s tickets assigned to the agent.
Active TicketTotal of today’s ticket handled by the agent (status ticket ‘Assigned‘ , ‘Open‘, ‘ Pending ‘)
ClosedTotal of today ticket closed by the agent.
%SLAPercentage ticket within SLA (total of today’s ticket handled by the agent)
StatusStatus of agent (For example, ‘Available‘, ‘Not Available‘, etc)
Status DurationDuration of current Agent status (when the agent in status ‘Available‘, ‘Not Available‘, etc), if the status is available 01:00:00 that means the agent has been available for one (1) hour.
Login DurationLogin duration of agent in OmniChannel, if the login duration is 01:00:00 that means the agent has been login during one (1) hour.
  • To set display table ‘productive agent‘ or ‘non productive agent‘, on the right top of table click the ‘Configuration‘ icon, and tick the filed to be displayed, such as images below.

Wallboard Configuration

  • At the right top section, click the ‘Configuration Wallboard‘ icon. And then, 3Dolphins will redirect you to pop up wallboard configuration, such as images below.

Field component explanation on wallboard configuration :

ComponentDescription
Channel Wallboard IntervalTo set a timer of auto refresh on channel wallboard.
Agent Wallboard IntervalTo set a timer of auto refresh on agent wallboard.
Channel FilterTo filter channels to be displayed in the channel traffic.
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