Wallboard Channel
The wallboard channel is a real-time data display that assists supervisors in monitoring current channel and ticket traffic, such as the highest channel traffic and total ticket traffic. This also makes it possible to maintain track of customers' channel usage. When customers send messages in 3Dolphins Live chat or any other channel, we call it traffic.
Channel Traffic
Function of channel traffic is to display tickets traffic or total ticket (both inbound tickets and outbound tickets) 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 was active the most and see the total of today’s tickets assigned to the agent.
By default, specifically for the telephony channel, the total ticket count on the traffic channel will be displayed after the ticket is closed. So as long as the telephony ticket is still being handled by the agent or has a pending, dropping status, etc. it will not enter into the traffic channel chart.
Look at the live chat chart below:
Component Explanation:
| Name | Description |
|---|---|
Abandoned | Abandoned chart only applies to live chat tickets, where when the customer ticket enters the customer service queue, the customer left the live chat (offline) and the customer does not back online even though the chat has been responded to by the agent. |
Responded | Total tickets being handled by agent (ticket in ‘Pending‘ and ‘Closed‘ status). |
Waiting | Total tickets in the queue process (‘Unassigned‘) and tickets with ‘Open‘ status. |
Highest Traffic | The most highest message (ticket) from the customers on the channel. |
Assigned Ticket | Total of today’s tickets assigned to the agent. |
In the picture above, the number of tickets displayed on the live chat channel chart with the status 'Responded' is dua (2). When a user receives a ticket from customers on the Unassigned tab and Inbox tab (with status assigned atau open), by default it will be displayed on the live chat channel chart as 'Waiting' status. For example image above there is two (2) 'Waiting' status and the number of tickets displayed on the live chat channel chart with the status responded still remains two (2).
Then when the ticket has been handled by the agent, the traffic chart channel with a waiting status will decrease and the number of tickets on the traffic chart channel with the status of being responded will increase by two to three (3).
However, if the customer left the live chat (offline) and the customer does not back online even though the chat has been responded to by the agent, then the ticket goes into the abandoned chart category and the number of tickets on the channel traffic chart with the status abandoned will increase to one (1).
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‘.
| Name | Description |
|---|---|
Incoming Ticket | Total incoming ticket from all channel. |
Closed | Total closed ticket from all channel. |
Daily ticket traffic | Chart of today’s SLA ticket for the past week. |
Hourly ticket traffic | Chart of today’s SLA ticket for the past 12 hours. |
Today’s ticket | Total today’s ticket from all channel |
Last 24 hour avg | Total average incoming ticket, over a period of a day (24 hours). |
Last 6 days avg | Total average incoming ticket, over a period of a week (6 days). |
Table Description:
| Name | Function |
|---|---|
Channel | Channel type |
Today’s Ticket | Information total today’s ticket from all channel in real-time. |
%SLA | Percentage ticket within SLA (total of today’s ticket handled by the agent) |
Avg. Queue Time | The average total duration when ticket customer enters the ticket queue process (unassigned) until the ticket is assigned to the agent. |
Avg. Response Time | The average total duration when ticket customer enters the unassigned tab until the ticket is replied by the agent. |
Avg. Resolution Time | The average total duration ticket is assigned until the ticket is closed. But, if the ticket is transferred to other groups or escalated to supervisor, then the agent can’t get total tickets, but the agent will get ‘Response Time’. |
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