Wallboard Tab Fields

• Available Capacity: The capacity that remains for new work items for service reps that the supervisor oversees.
• Used Capacity: The capacity that's currently in use for service reps that the supervisor oversees.

Shows the current count of service reps with each status.

• At Capacity: Service reps are online but are at full capacity so they aren't assigned more work.
• Online: Service reps are online, but not necessarily available with spare capacity to accept new work items.
• Busy: Service reps are logged into Omni-Channel but have Busy status, so aren't assigned any new work
• Idle: Service reps are available but don't have any active work items.

The count of service reps with the indicated presence status.

• The metric chart shows the 3 most common presence statuses and a total for other presence statuses.
• The vertical and horizontal charts show the top 5 most common presence statuses and a total for other presence statuses.

Shows the amount of work that entered each status over the last hour.

• Assigned: How many work items were assigned to service reps.
• Canceled: How many work items were canceled; for example, the customer ends a chat before the service rep accepts the work item.
• Closed: How many work items were completed and closed.
• Declined: How many work items that service reps declined.
• Opened: How many work items that service reps opened to perform some work.
• Push Timeout: How many work items were declined because of a push timeout. If set, a push timeout reassigns work when it's not accepted in the specified time.
• Unavailable: How many assigned work items for which service reps became unavailable; for example, the service rep logged out before the work item was accepted or declined.

Shows current wait times of all the work in the backlog.

• Average Wait Time: The average time that work in the backlog has been waiting for a service rep to become available.
• Longest Wait Time: The longest time that work in the backlog has been waiting for a service rep to become available.

Shows the current count of work items with each status. The Waiting metric is one of the most important and useful metrics on the Wallboard.

• Assigned: How many work items are assigned to service reps but waiting to be accepted.
• In Progress: How many work items service reps have that are open.
• Waiting: How many work items are waiting in the backlog to be assigned to service reps.

Shows performance metrics for service reps over the last hour.

• After Conversation Time: The average time service reps spend on wrap-up work after a call or messaging session.
• Average Active Work Time: The average time that work items were open and in focus on service reps' consoles.
• Average Speed to Answer: The average time from when the work item was requested until a service rep accepted it.
• Average Work Handle Time: The average time that service reps spent on work items that are now completed.