Statistics Available
LAYOUT | 1 | 2 | 3 | 4 | 5 | 6 | 7 | 8 | 9 | CRM1 | All Stats | |
---|---|---|---|---|---|---|---|---|---|---|---|---|
Max queues (Q) / agents (A) / live calls (LC) advised (at screen resolution 1920 x 1080) | 7Q | 4Q | 3Q | 2Q/5A | 2Q | 3Q | 3Q | 2Q | 5Q | 8LC | 1Q | |
STATISTICS | Description | QUEUE LEVEL STATISTICS | ||||||||||
Call Center Name | Name of the call center | Agents Available | Number of agents available to take a call | |||||||||
Average Agents Available | Average number of agents available to take a call. | |||||||||||
Average Talk Time | Average time an agent spent on a call (excluding ring time). | |||||||||||
Average Talk TimeXSI | Average time an agent spent on a call (XSI Stat) | |||||||||||
Average Wait | Average Wait | |||||||||||
Abandoned Average WaitCWT | Average time a call was ringing before it was abandoned | |||||||||||
Answered Average WaitCWT XSI | Average time a call was ringing before it was answered | |||||||||||
Abandoned CallsCCT | Displays number of abandoned calls | |||||||||||
Abandoned Calls (%) | Calculate percentage of abandoned calls based on total number of calls | |||||||||||
Answered Calls | Total number of answered calls | |||||||||||
Total Calls (%) | Total number of calls (answered and abandoned) | |||||||||||
Calls Answer Time (%) | Calculate percentage of calls answered within target time | |||||||||||
Calls in QueueCCT | Displays current number of calls waiting in the queue | |||||||||||
Busy Agents | Number of busy agents, agents that are currently on a call | |||||||||||
Longest Wait (Today)XSI | Longest caller wait time today (answered calls) | |||||||||||
Longest Wait (Queuing calls) | Longest caller wait of currently queuing calls | |||||||||||
Service Level (%)SLA/CAT | Percentage of calls answered within configured thresholds | |||||||||||
Overflowed Calls | Total count of overflowed calls - this will also update total calls | |||||||||||
Total Overflowed Wait | Total wait time of overflowed calls | |||||||||||
Average Overflowed Wait | Average wait time of overflowed calls | |||||||||||
Disposition Code Description | Disposition Code Description | |||||||||||
Disposition Code | Disposition Code (as selected by agent during call or wrap up) | |||||||||||
Disposition Code Level | Disposition code level description (group or queue) | |||||||||||
Disposition Code-Inbound call count | Count of calls received against Disposition code | |||||||||||
Disposition Code-Outbound call count | Count of calls placed against Disposition code | |||||||||||
Outbound call count by DNIS-Name | Name of call center DNIS | |||||||||||
Outbound call count by DNIS-Outbound calls | Count of outbound call against DNIS | |||||||||||
Most Active Agent - All Calls | Agent with the most calls made and received (ACD and non ACD) | |||||||||||
Abandoned Calls Percent | Percentage of abandoned ACD calls | |||||||||||
Queue bounced call | Number of bounced calls by queue | |||||||||||
AGENT LEVEL STATISTICS | ||||||||||||
Agent nameXSI | Name of agent in queue | |||||||||||
Agent Status | Available, On Call, Unavailable, Signed Out, Signed In, Wrap Up. | |||||||||||
ACD CallsXSI | Total inbound queue calls received by agent | |||||||||||
Agent Incoming (external) | Incoming call from an External source | |||||||||||
Agent Incoming (group) | Incoming group call, where caller does not have an ACD User ID | |||||||||||
Agent Incoming (total) | Total incoming calls to Agent (Incoming External and Incoming Group) | |||||||||||
Agent Outgoing (group) | Outgoing call to an External number | |||||||||||
Agent Outgoing (external) | Outgoing group call, where recipient does not have an ACD User ID | |||||||||||
Outbound | Total outbound calls made by agent (includes internal calls). | |||||||||||
Average ACD Call Time (inbound) | Average time of calls by agent (excluding ring time). | |||||||||||
Average ACD Call Time (Outbound) | Average time of calls by agent (excluding ring time). | |||||||||||
Average WrapupXSI | Average time spent in wrap up status by agent | |||||||||||
Call Duration | Total talk time spent in current active call (excludes ringing) | |||||||||||
Logged in | Total time agent logged in (joined) to queue | |||||||||||
Sign In Time StampXSI | Time stamp of when an agent last logged in | |||||||||||
Current Call Answer Time Stamp | Time stamp of when an agent's current call was answered | |||||||||||
Current Caller | Either CLI or contact name if found in CRM integration | |||||||||||
Total ACD Incoming Time | Total duration of an agent's inbound calls | |||||||||||
Current Caller CLI | CLI of current caller | |||||||||||
Current Caller Name (contact and company) | Contact and Company of current caller | |||||||||||
Current Caller Name (contact) | Contact name of current caller | |||||||||||
Current Caller Name (company) | Company name of current caller | |||||||||||
CALL LEVEL STATISTICS | ||||||||||||
Live call state | Call state (Ringing or Connected) of an active inbound call | |||||||||||
Live call CLI number | Caller's number of an active inbound call | |||||||||||
Live call ring duration | Ring duration of an active inbound call | |||||||||||
Live call agent name | Name of agent handling an active inbound call | |||||||||||
Live call total duration | Ring time plus current connected time of an active inbound call | |||||||||||
ACD group (queue) number | Number dialed by the caller | |||||||||||
Current Caller Contact Name | Current Caller Contact Name | |||||||||||
Current Caller Company Name | Current Caller Company Name | |||||||||||
CRM INTEGRATION STATISTICS | ||||||||||||
Caller's name | Name of caller as retrieved from Integrated CRM system | |||||||||||
Caller's company name | Name of Caller's company as retrieved from integrated CRM system |
Other statistics can be made available. For more information on parameters that do not appear on the Go Wallboard client please contact [email protected].
CCTaffected by call count threshold parameter.
CWTaffected by call waiting threshold parameter.
SLA/CATaffected by Call Answer Time in the SLA threshold parameter.
XSIUses direct value from hosted platform (not calculated by Go Wallboard).
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