Wallboard Agent
Wallboard Agent is a real-time data display that assists Supervisors in monitoring activities (handling, available, break, not available, etc) and agent productivity. This page can provide 'SLA Ticket' graphic and also the table for productive and non-productive agents.
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:
| Name | 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). |
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 of productive and nonproductive agents in the table:
| Name | Description |
|---|---|
Agent | Name of Agent. |
Group | Group name of Agent. |
Skills | Channel assigned to the Agent. |
Today’s Incoming | Today's total number of tickets entered into the agent's Inbox. |
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 the application, 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 columns in the 'productive agent' or 'nonproductive agent' tables. At the top right of the table, click the 'Configuration' icon, and tick the column that will be displayed.
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