Agent Performance Wallboard
Overview
This wallboard report presents a visual summary of the current status of a specified set of online agents and the duration since their last status change. It also provides a count of the agents in each status.
The agent statuses presented are: Waiting, Talking, Wrapping, Pause, Preview, Dialling, Manual Preview(deprecated), Hold, Email, and Chat.
Where to find this template
See Add a Report to your report page for instructions on accessing this report.
About a report based on this template
Filtering is available by:
Filter | Recommendation |
Campaign | There is no default filter set on this field |
Agent | There is no default filter set on this field |
Display campaign name for Agents in Talk, Wrap, etc.
The campaign name is presented as a tooltip when the mouse is hovering over an agent name while they are in Talking, Wrapping, and Dialling state:
Display Agent ID on Wallboard
To display the Agent ID next to the Agent Name on the Wallboard, the following setting should be enabled in the Report configuration:
Agent Status Display Icons
An icon next to the agent's name displays a red or green light. This indicates the agent's availability for a voice call.
Status icons assist agents handling multi-channel interactions. For example, an agent managing an email interaction can still make or receive voice calls.
A red indicator shows the agent is unavailable for calls. A green indicator shows the agent is ready for calls.