Teams PowerPack - CX | Wallboard
Teams PowerPack - CX | Wallboard is a valuable informational tool designed for real-time monitoring and management of your Teams PowerPack - CX.
Teams PowerPack - CX | Live Wallboard
At-a-Glance BlueSky Teams PowerPack - CX Statistics (Current Day Only):
This section provides a high-level overview of key metrics for the current day, allowing supervisors to quickly assess overall performance. Data for previous days can be retrieved through Reports by Supervisors or Administrators.
- Service Level Agreement (SLA):
- Green: Percentage of calls answered within the designated SLA timeframe.
- Red: Percentage of calls exceeding the SLA timeframe.
- Callbacks: Number of pending callbacks currently assigned to the team.
- Connected: Number of calls currently connected to an agent.
- Active: Total number of calls within the Teams PowerPack - CX including calls:
- In Menu
- Hunting (on hold in a queue)
- Ringing on an agent
- Connected to an agent
Detailed Call Breakdown:
- Total Calls: Total number of calls received for the day.
- Abandoned Calls: Number of calls that ended from the caller's side while in "Hunting" status (no agent ringing).
- Dropped Calls: Number of calls that connected with an agent but had a call duration of 5 seconds or less.
- Answered Calls: Number of calls successfully answered by an agent.
- Missed Calls: Number of calls that rang to an agent but were not answered before the caller hung up.
- Average Missed Calls: Average number of missed calls.
Call Performance Metrics:
- Total Talk Time: Total duration of all answered calls displayed in HH:MM:SS format.
- Longest Hunting Time: Longest time a call spent in the queue before ringing to an agent.
- Average Talk Time: Average duration of all calls handled by agents.
- Average Hunting Time: Average time calls spend in the queue before ringing to an agent.
Lower Wallboard Section:
The bottom section of the Wallboard allows supervisors to switch between two views:
- Call Cards: Provides detailed information on individual calls within the Teams PowerPack - CX.
- Agent Status: Displays real-time status and activity information for each agent.
Teams PowerPack - CX | Agent Status
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