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.
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