| Agent Capacity |
- 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.
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| Agent Capacity Status |
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.
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| Agent Presence Statuses |
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.
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| Agent Work Status |
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.
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| Raised Flags |
Shows the number of flags raised by all service reps. A flag indicates a work
item that a service rep needs help with. |
| Wait Time |
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.
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| Work Item Status |
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.
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| Work Performance |
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.
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