Inbound Wallboard
You can track current changes in the number of incoming calls.
To Monitor Inbound Wallboard
- From the VCC Live menu, select Monitoring > Inbound Wallboard.
- Press
for filtering options, such as filtering for a specific project’s data. You can set a refresh time to specify the frequency of automatic inbound wallboard updates.
for filtering options, such as filtering for a specific project’s data. You can set a refresh time to specify the frequency of automatic inbound wallboard updates.Inbound Wallboard Overview
| Former name | Name | Description |
|---|---|---|
| Project | Project | The project’s name. |
| Project ID | Project ID | Project identifier number. It is generated when a project is created. |
| Calls in progress | Ongoing Calls | Number of calls in progress. |
| Before queue | in the IVR | Number of calls in the IVR, before entering a queue. |
| Max time in queue | Longest Waiting Time | Maximum time a currently waiting customer has spent in a queue. |
| In queue in time | In Queue Within SLA | Number of calls in the queue within the SLA. |
| In queue out of time | In Queue After SLA | Number of calls in the queue that exceeded the SLA. |
| At agent | At Agent | Number of calls connected to agents. |
| SLA | SLA | Service Level Agreement (SLA) is the percentage of calls answered by an agent within the service time set in a project. Default: 30 sec. It is based on the following formula: (“Handled Within SLA” + “Disconnected in queue within SLA”) / “Calls in queue” |
| SLA Global (WIP) | SLA Global | Service Level Agreement (SLA) as per the following formula: “Handled Within SLA” / (“Calls in queue” – “Early disconnected”). |
| Early (WIP) | Early Disconnected | Number of calls in the queue disconnected within 5 seconds. |
| Total calls | Total Calls | Number of all inbound calls. |
| In queue | Calls in Queue | Number of calls that reached a queue. |
| Picked up in time (SLA) | Handled Within SLA | Number of calls answered by an agent within the predefined SLA timeframe. |
| Picked up in time (%) | Handled Within SLA (%) | Percentage value, calculated as: “Handled Within SLA” / “Calls in Queue” |
| Picked up after limit (SLA) | Picked Up After SLA | Number of calls answered by an agent after the predefined SLA timeframe. |
| Picked up after time % | Picked Up After SLA (%) | Percentage value, calculated as: “Picked Up After SLA” / “Calls in Queue” |
| Disconnected in the IVR | Disconnected in the IVR | Number of calls disconnected in the IVR. |
| Disconnected in the IVR (%) | Disconnected in the IVR (%) | Percentage value, calculated as: “Calls disconnected in the IVR.” / “Total Calls” |
| Disconnected in queue within SLA | Disconnected in Queue Within SLA | Number of calls disconnected while in a queue, within the predefined SLA timeframe. |
| Disconnected in queue (%) | Disconnected in Queue Within SLA (%) | Percentage value, calculated as: “Disconnected in Queue Within SLA” / “Calls in Queue” |
| Disconnected after queue SLA | Disconnected in Queue After SLA | Number of disconnected calls in a queue that exceeded the SLA timeframe. |
| Disconnected after queue SLA (%) | Disconnected in Queue After SLA (%) | Percentage value, calculated as: “Disconnected in Queue After SLA” / “Calls in Queue” |
| Time in the IVR | Time in the IVR | Time spent in the Interactive Voice Response (IVR – a call is handled by an automated service, before a client is connected to an agent or disconnected). |
| Average time in the IVR | Average Time in the IVR | Average time spent in the Interactive Voice Response (IVR – a call is handled by an automated service, before a client is connected to an agent or disconnected). |
| Time in queue | Queue Time | The time the client spent in the queue. |
| Average time in queue | Average Queue Time | The average time the client spent in the queue. |
| Hanged up calls average waiting time in queue | Hanged Up Calls: Average Queue Time | The average time the client spent in the queue before hanging up the call. |
| Talk time | Talk Time | Length of the conversation. Call on hold is not included. |
| Average talktime | Average Talk Time | The average time the agent and the client spent talking during a call. |
| Hanged up calls average waiting time in total (IVR and queue) | Hanged Up Calls: Average Waiting Time in Total | The average hung-up call waiting time in total (the sum of “Times in the IVR” plus “Queue Time”). |
| AVG afterwork | AVG Afterwork Time | The average time spent in Afterwork status. |
Tip: Add or remove additional information columns by using the
button.
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