Wallboard Agent
Last updated
Last updated
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.
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:
Component
Description
Total Closed
Total closed ticket from all channel.
Within SLA
Total ticket based on SLA.
Productive Agent
Total of productive agent (Agent with status is ‘Available‘ or currently handling ticket).
Non-Productive Agent
Total of non productive agent (Agent with status is ‘Not Available‘ cannot receive or handling ticket).
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 :
Name
Function
Agent
Name of Agent.
Group
Group name of Agent.
Skills
Channel assigned to the Agent.
Today’s Incoming
Total of today’s tickets assigned to the agent.
Active Ticket
Total of today’s ticket handled by the agent (status ticket ‘Assigned‘ , ‘Open‘, ‘ Pending ‘)
Closed
Total of today ticket closed by the agent.
%SLA
Percentage ticket within SLA (total of today’s ticket handled by the agent)
Status
Status of agent (For example, ‘Available‘, ‘Not Available‘, etc)
Status Duration
Duration 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 Duration
Login duration of agent in OmniChannel, if the login duration is 01:00:00 that means the agent has been login during one (1) hour.
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.
