Statistics Available
LAYOUT | 1 | 2 | 3 | 4 | 5 | 6 | 7 | 8 | 9 | CRM1 | All Stats | |
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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 | ![]() |
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Agents Available | Number of agents available to take a call | ![]() |
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Average Agents Available | Average number of agents available to take a call. | ![]() |
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Average Talk Time | Average time an agent spent on a call (excluding ring time). | ![]() |
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Average Talk TimeXSI | Average time an agent spent on a call (XSI Stat) | ![]() |
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Average Wait | Average Wait | ![]() |
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Abandoned Average WaitCWT | Average time a call was ringing before it was abandoned | ![]() |
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Answered Average WaitCWT XSI | Average time a call was ringing before it was answered | ![]() |
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Abandoned CallsCCT | Displays number of abandoned calls | ![]() |
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Abandoned Calls (%) | Calculate percentage of abandoned calls based on total number of calls | ![]() |
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Answered Calls | Total number of answered calls | ![]() |
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Total Calls (%) | Total number of calls (answered and abandoned) | ![]() |
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Calls Answer Time (%) | Calculate percentage of calls answered within target time | ![]() |
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Calls in QueueCCT | Displays current number of calls waiting in the queue | ![]() |
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Busy Agents | Number of busy agents, agents that are currently on a call | ![]() |
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Longest Wait (Today)XSI | Longest caller wait time today (answered calls) | ![]() |
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Longest Wait (Queuing calls) | Longest caller wait of currently queuing calls | ![]() |
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Service Level (%)SLA/CAT | Percentage of calls answered within configured thresholds | ![]() |
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Overflowed Calls | Total count of overflowed calls - this will also update total calls | ![]() |
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Total Overflowed Wait | Total wait time of overflowed calls | ![]() |
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Average Overflowed Wait | Average wait time of overflowed calls | ![]() |
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Disposition Code Description | Disposition Code Description | ![]() |
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Disposition Code | Disposition Code (as selected by agent during call or wrap up) | ![]() |
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Disposition Code Level | Disposition code level description (group or queue) | ![]() |
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Disposition Code-Inbound call count | Count of calls received against Disposition code | ![]() |
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Disposition Code-Outbound call count | Count of calls placed against Disposition code | ![]() |
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Outbound call count by DNIS-Name | Name of call center DNIS | ![]() |
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Outbound call count by DNIS-Outbound calls | Count of outbound call against DNIS | ![]() |
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Most Active Agent - All Calls | Agent with the most calls made and received (ACD and non ACD) | ![]() |
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Abandoned Calls Percent | Percentage of abandoned ACD calls | ![]() |
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Queue bounced call | Number of bounced calls by queue | ![]() |
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AGENT LEVEL STATISTICS | ||||||||||||
Agent nameXSI | Name of agent in queue | ![]() |
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Agent Status | Available, On Call, Unavailable, Signed Out, Signed In, Wrap Up. | ![]() |
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ACD CallsXSI | Total inbound queue calls received by agent | ![]() |
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Agent Incoming (external) | Incoming call from an External source | ![]() |
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Agent Incoming (group) | Incoming group call, where caller does not have an ACD User ID | ![]() |
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Agent Incoming (total) | Total incoming calls to Agent (Incoming External and Incoming Group) | ![]() |
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Agent Outgoing (group) | Outgoing call to an External number | ![]() |
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Agent Outgoing (external) | Outgoing group call, where recipient does not have an ACD User ID | ![]() |
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Outbound | Total outbound calls made by agent (includes internal calls). | ![]() |
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Average ACD Call Time (inbound) | Average time of calls by agent (excluding ring time). | ![]() |
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Average ACD Call Time (Outbound) | Average time of calls by agent (excluding ring time). | ![]() |
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Average WrapupXSI | Average time spent in wrap up status by agent | ![]() |
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Call Duration | Total talk time spent in current active call (excludes ringing) | ![]() |
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Logged in | Total time agent logged in (joined) to queue | ![]() |
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Sign In Time StampXSI | Time stamp of when an agent last logged in | ![]() |
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Current Call Answer Time Stamp | Time stamp of when an agent's current call was answered | ![]() |
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Current Caller | Either CLI or contact name if found in CRM integration | ![]() |
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Total ACD Incoming Time | Total duration of an agent's inbound calls | ![]() |
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Current Caller CLI | CLI of current caller | ![]() |
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Current Caller Name (contact and company) | Contact and Company of current caller | ![]() |
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Current Caller Name (contact) | Contact name of current caller | ![]() |
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Current Caller Name (company) | Company name of current caller | ![]() |
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CALL LEVEL STATISTICS | ||||||||||||
Live call state | Call state (Ringing or Connected) of an active inbound call | ![]() |
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Live call CLI number | Caller's number of an active inbound call | ![]() |
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Live call ring duration | Ring duration of an active inbound call | ![]() |
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Live call agent name | Name of agent handling an active inbound call | ![]() |
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Live call total duration | Ring time plus current connected time of an active inbound call | ![]() |
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ACD group (queue) number | Number dialed by the caller | ![]() |
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Current Caller Contact Name | Current Caller Contact Name | ![]() |
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Current Caller Company Name | Current Caller Company Name | ![]() |
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CRM INTEGRATION STATISTICS | ||||||||||||
Caller's name | Name of caller as retrieved from Integrated CRM system | ![]() |
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Caller's company name | Name of Caller's company as retrieved from integrated CRM system | ![]() |
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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).
Note: The F7 and F8 function keys can be used to quickly page between different layouts.