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A Management Information report shown as a wallboard display showing the current state of all contacts and agents particularly related to inbound calls.
Queue Wallboard Panel
Details of the calls on the queues.
| • | Queue - the name of the queue; |
| • | Queuing - the number of calls currently queuing; |
| • | Wait - the length of time the longest queued call has been queuing; |
| • | Ave Wait - the average queuing time; |
| • | Total Calls - the total number of calls through the queue for the current day (regardless of whether they actually queued); |
| • | Abandoned - the total number of calls that were hung up before being presented to an agent for the current day. |
Wallboard Agent Activity Panel
Details of the agents' activity.
| • | User Group - the user group name; |
| • | Logged On - the number of currently logged on agents; |
| • | In Ready - the number of agents in the Ready state; |
| • | Calls In - the number of calls taken by agents in this user group for the current day. |
User Wallboard States Panel
| • | State - a column for each active agent state; |
| • | Count - the count of the number of agents in that particular state. Counts only include agents that are in any selected user group, and are assigned to handle calls on the displayed queues. |