Detail performance of the call center (Admin view)

Updated 2 days ago by Jane

This article describes the view of admin with full access. If you are referring to the agent's view, please click HERE.

Go to Wallboard app > Workspace

  1. Agent list
  • Information:
    • Agent name, extension and status
    • Number of queues that the agent is assigned to
    • SLA
    • Number of calls (Assigned, Answered, Unanswered)
    • Average talktime
    • Max talktime
    • The period that agent sticks to a status
  • Possible actions
    • Change status of an agent
    • Assign agent to a queue
    • Filter the report
      • Choose the refresh interval
      • Filter by date
      • Filter by queue
      • Sort by
        • Status
        • Agent's name
        • Extension
    • Export the filtered report
  1. View details of active calls
  • First, you need to choose an interval to refresh the report (10 seconds, 30 seconds, 1 minute or 5 minutes), or refresh manually.
  • Details of a call:
    • Transaction ID
    • Caller
    • Destination (Virtual line number)
    • Call type
      • incoming
      • callback
    • Status
      • Talking
      • Waiting
    • Start time and Talk time
    • Queue
    • Agent
  • Actions
    • Barge: Join the conversation of caller and agents
    • Monitor: Listen to the conversation of caller and agents
    • Whisper: Talk to the agent only
    • Force hangup
  1. View details of answered calls
  • Report is filtered by Call type (incoming, callback) and Date
  • Details of a call: Transaction ID, Caller, Destination (Virtual line number), Start time, Queue, Agent, Status, Disposition code and Note
  • Export is available
  1. View details of unanswered calls
  • Unanswered calls: calls are assigned to a particular queue but are not picked up (all agents are busy, call is assigned to an agent but agent didn't pick up)
  • Report is filtered by Call type (incoming, callback) and Date
  • Details of a call: Transaction ID, Caller, Destination (Virtual line number), Start time, Queue, and Status
  • Export is available


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