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 Teams PowerPack - CX Statistics (Current Day Only):

• 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:

• 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.