# 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.

![Wallboard Channel](/files/aG6GdDgNvXevISsAw6J8)

### **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:

![Channel Trafic](/files/x9Qk5E5ddl7ZaOH54oNC)

**Component Explanation:**

<table><thead><tr><th width="239">Name</th><th>Description</th></tr></thead><tbody><tr><td>Abandoned</td><td>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.</td></tr><tr><td>Responded</td><td>Total tickets being handled by agent (ticket in ‘Pending‘ and ‘Closed‘ status).</td></tr><tr><td>Waiting</td><td>Total tickets in the queue process (‘Unassigned‘) and tickets with ‘Open‘ status.</td></tr><tr><td>Highest Traffic</td><td>The most highest message (ticket) from the customers on the channel.</td></tr><tr><td>Unassigned Ticket</td><td>Total of today's ticket queue on the unassigned tab. </td></tr><tr><td>Assigned Ticket</td><td>Total of today’s tickets assigned to the agent.</td></tr></tbody></table>

The following is an explanation of the traffic channel section.

![Channel Traffic Respond and Waiting Status](/files/78ArFzWua2t8uWh6U4KQ)

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).

<figure><img src="/files/NpaLyS8kjO7sDj4sYBlf" alt=""><figcaption><p>Channel Traffic Responded Status</p></figcaption></figure>

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).

![Channel Traffic Abandoned Status](/files/RaNd7RFOW9luBcW0c27f)

### 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‘.

<table><thead><tr><th width="280">Name</th><th>Description</th></tr></thead><tbody><tr><td>Incoming Ticket</td><td>Total incoming ticket from all channel.</td></tr><tr><td>Unassigned</td><td>Total incoming tickets are still on the unassigned tab waiting for agent handling. </td></tr><tr><td>Closed</td><td>Total closed ticket from all channel.</td></tr><tr><td>Daily ticket traffic</td><td>Today's traffic ticket graph displays the past week.</td></tr><tr><td>Hourly ticket traffic</td><td>Today's traffic ticket graph for the last 24 hours.</td></tr><tr><td>Today’s ticket</td><td>Total today’s ticket from all channel</td></tr><tr><td>Last 24 hour avg</td><td>Total average incoming ticket, over a period of a day (24 hours).</td></tr><tr><td>Last 6 days avg</td><td>Total average incoming ticket, over a period of a week (6 days).</td></tr></tbody></table>

**Table Description:**

<table><thead><tr><th width="284">Name</th><th>Description</th></tr></thead><tbody><tr><td>Channel</td><td>Channel type</td></tr><tr><td>Today’s Ticket</td><td>Information total today’s ticket from all channel in real-time.</td></tr><tr><td>%SLA</td><td>Percentage ticket within SLA (total of today’s ticket handled by the agent)</td></tr><tr><td>Avg. Queue Time</td><td>The average total duration when ticket customer enters the ticket queue process (unassigned) until the ticket is assigned to the agent. </td></tr><tr><td>Avg. Response Time</td><td>The average total duration when the ticket customer enters the unassigned tab until the ticket is first replied by the agent.</td></tr><tr><td>Avg. Resolution Time</td><td>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’.<br><br>When using the telephony channel the average is calculated when the ticket is assigned to the agent until it is closed. </td></tr></tbody></table>


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