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Wallboard
Wallboards 3Dolphins allow you to see the activity of your Agents, channel traffic, ticket traffic and tagging ticket in real-time, with a automatic refresh rate.
- Login as ‘Supervisor‘ or ‘Administrator’, for the 3Dolphins SRM login mechanism, do the steps described on the ‘Login‘ page.
- Go to Analytic menu and click the wallboard menus, then you will see a wallboard page such as images below.
Wallboard Channel
Wallboard channel is real time data display to help Supervisor to monitor channel traffic and ticket traffic today’s, like highest channel traffic and today’s total ticket. Wallboard channel allows to keep track of the sequence of channel that a customer’s used. When a customer’s send message in 3Dolphins Livechat 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 ‘Dropped’, ‘Responded’ and ‘Waiting’ tickets. Here you can check the busiest period map that illustrates what day or time the channel were active the most and see the 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 display after the ticket is closed. So as long as the telepony 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 :
In the picture above, the number of tickets displayed on the live chat channel chart with the status responded is eleven (11). When a user receives a ticket from a customer on the unassigned tab, by default the number of tickets displayed on the live chat channel chart with a waiting status is one (1) and the number of tickets displayed on the live chat channel chart with the status responded still remains eleven (11).
Then when the ticket has been handled by the agent, the traffic chart channel with a waiting status will no longer exist and the number of tickets on the traffic chart channel with the status of being responded will increase by one to twelve (12).
When the agent closes the ticket and provides a closure of type ‘Drop by customer’, the number of tickets on the channel traffic chart with the status dropped will increase to one (1) and the number of tickets on the channel traffic chart with the status responded still twelve (12).
| Component | Description |
|---|---|
| Dropped | Total ticket ‘Drop by customer’ (when the agent closing the ticket, then the agent fills in the closure type is ‘Drop by customer‘). |
| Responded | Total ticket being handled by agent (ticket in ‘Pending‘ and ‘Closed‘ status). |
| Waiting | Total tickets in the queue process (‘Unassigned‘) and tickets with an ‘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. |
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‘.
| Component | 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). |
Description of the table :
| 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 customer enters the assigned bucket tab. |
| Avg. Response Time | The average total duration when ticket customer enter the assign tab until the ticket replied by agent. |
| Avg. Resolution Time | The average total duration ticket assigned until the ticket is closed. But, if the ticket is transferred to other group or escalated to supervisor, then the Agent can’t get total ticket, but the agent will get ‘Response Time’. |
Wallboard Agent
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.
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:
| 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). |
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 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. |
Configuration Table
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.
Wallboard Classifier
Wallboard classifier allows you to display a Wallboard with all ticket triggers or problems. Using wallboard classifier can help the Supervisor to monitor the problems (ticket tagging) of the incoming ticket.
Component explanation :
| Component | Description |
|---|---|
| Top Tags | This feature not only allows to display the top tags, but also will automatically display the number of tickets that use the tagging and see the list of tickets that use the tagging. |
| Top 10 Tags | Only tagging that is often used by customers that will be displayed on the top 10 tags section. |
| Last 10 created ticket with tags | Display last 10 created ticket with tags. |
In the section of Top tags, hover the cursor on the tags and then you will see number of tickets that uses that tagging. If you click on a tags, you will see a ticket that uses that tagging.
Wallboard Configuration
Each wallboard is composed of different views or pages, and each page can have a duration. If the duration is 60 seconds for example, after 60 seconds the wallboard will automatic refresh. From this menu we can alter the current view’s configuration, like the channel filter (channel that will be display on the wallboard channel), channel wallboard interval, agent wallboard interval and classifier wallboard interval.
At the top right of the wallboard page, click the wallboard configuration button. And then, you will see a pop-up of the wallboard configuration, like the image below.
Field component explanation on wallboard configuration :
| Component | Description |
|---|---|
| Channel Filter | To filter channels to be displayed in the channel traffic. |
| Channel Wallboard Interval | To set a timer of auto refresh on channel wallboard. |
| Agent Wallboard Interval | To set a timer of auto refresh on agent wallboard. |
| Classifier Wallboard Interval | To set a timer of auto refresh on classifier wallboard. |