Wallboard [v4.9.0]

For versions:4.9.0

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Wallboard

Wallboards 3Dolphins allow you to see the activity of your Agents, channel traffic, ticket traffic and tagging ticket in real-time, with a automatic refresh rate.

  • 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‘.

Wallboard Channel

Wallboard channel is real time data display to help Supervisor to monitor channel traffic and ticket traffic today’s, like highest channel traffic and today’s total ticket. Wallboard channel allows to keep track of the sequence of channel that a customer’s used. When a customer’s send message in 3Dolphins Livechat or any other channel, we call it traffic.

Channel Traffic

Function of channel traffic is to display traffic from available channels based on ‘Abandoned’, ‘Responded’ and ‘Waiting’ tickets. Here you can check the busiest period map that illustrates what day or time the channel were active the most and see the 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.
Today’s ticketTotal today’s ticket from all channel
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).

Description of 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.

SLA Graph

Displays total daily ticket within SLA and total closed ticket as a graph. The blue line on the graph shows the total closed ticket for the day, and the black line on the graph shows the total within SLA for the day.

Description of SLA graph:

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).

Productive and Non Productive Agent

To help Supervisors monitor agent activity and productivity. with this feature, the supervisor can find out which agents are available, handling tickets or not available on the Omni-Channel.

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.

Configuration Table

From this feature we can change the current display configuration to display column in the ‘productive agent‘ or ‘non productive agent‘ tables.

  • At the top right of the table, click the ‘Configuration’ icon, and tick the column that will be displayed.

Wallboard Classifier

Wallboard classifier allows you to display a Wallboard with all ticket triggers or problems. Using wallboard classifier can help the Supervisor to monitor the problems (ticket tagging) of the incoming ticket.

Component explanation :

ComponentDescription
Top TagsThis feature not only allows to display the top tags, but also will automatically display the number of tickets that use the tagging and see the list of tickets that use the tagging.
Top 10 TagsOnly tagging that is often used by customers that will be displayed on the top 10 tags section.
Last 10 created ticket with tagsDisplay last 10 created ticket with tags.
  • In the section of Top tags, hover the cursor on the tags and then you will see number of tickets that uses that tagging.
  • If you click on a tags, you will see a ticket that uses that tagging.

Wallboard Configuration

Each wallboard is composed of different views or pages, and each page can have a duration. If the duration is 60 seconds for example, after 60 seconds the wallboard will automatic refresh. From this menu we can alter the current view’s configuration, like the channel filter (channel that will be display on the wallboard channel), channel wallboard interval, agent wallboard interval and classifier wallboard interval.

  • At the top right of the wallboard page, click the wallboard configuration button. And then, you will see a pop-up of the wallboard configuration, like the image below.

Field component explanation on wallboard configuration :

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