Wallboard Channel
The wallboard channel is a near 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 customer's channel usage. When customers send messages in live chat or any other channel, we call it traffic.
Channel Traffic
The channel traffic function is to display ticket traffic or total tickets (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 the traffic channel chart. Look at the image below:
Component Explanation:
Abandoned
Abandoned chart only applies to live chat tickets. This condition when the customer ticket enters the customer service queue then the customer leaves 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.
Unassigned Ticket
Total of today's ticket queue on the unassigned tab.
Assigned Ticket
Total of today’s tickets assigned to the agent.
The following is an explanation of the traffic channel section.
The graph indicates the ticket status 'Responded' that is handled by the agent on the Inbox tab. When a user receives a ticket from customers on the Unassigned tab and Inbox tab (with status assigned or open), it will be displayed as 'Waiting' status.
As an example image above, there are two (2) tickets with the status 'Waiting' and three (3) tickets with the status 'Responded'. Then, when the ticket has been handled by the agent, the graph with the 'Waiting' status will decrease, and the number of tickets on the graph with the 'Responded' status will increase from 3 to four (4).
However, if the customer leaves 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‘ tickets, and you can view traffic tickets based on ‘Daily‘ or ‘Hourly‘.
Incoming Ticket
Total incoming ticket from all channel.
Unassigned
Total incoming tickets are still on the unassigned tab waiting for agent handling.
Closed
Total closed ticket from all channel.
Daily ticket traffic
Today's traffic ticket graph displays the past week.
Hourly ticket traffic
Today's traffic ticket graph for the last 24 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:
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 the ticket customer enters the unassigned tab until the ticket is first replied by the agent.
Avg. Resolution Time
The average total duration ticket is created until the ticket is closed. But, if the ticket is transferred to other groups or escalated to the supervisor, then the agent can’t get total tickets, but the agent will get ‘Response Time’. When using the telephony channel the average is calculated when the ticket is assigned to the agent until it is closed.
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