Administration 34
4
Tick the check boxes beside the parameters you want Wallboard to display.
Note
: The display order is determined by the order you select parameters.
Numbers automatically increment by one as each parameter is selected. The
parameter will not display if set to 0.
Definitions for interval-related parameters:
Agent ID
. The ID code of the agent.
Agent name
. The agent's name.
Agent state
. The state the agent is in. The state can be Auto in, Manual in,
Logged out, AUX or ACW. Note: If the agent is on the phone, Wallboard
displays the state as 'On call'.
Average ACW time
. The average length of time the agent spends in After Call
Work mode (in seconds).
Average ACW time formula: Total length of time the agent has spent in After
Call Work mode for the interval / Total number of calls the agent has
completed for the interval (calls answered and then released).
Average AUX time
. The average length of time the agent spends in Auxiliary
mode (in seconds).
Average AUX time formula: Total length of time the agent has spent in
Auxiliary mode for the interval / Total number of calls the agent has
completed for the interval (calls answered and then released).
Average talk time
. The average length of time the agent spends on a call (in
seconds).
Average talk time formula: Total length of time the agent has spent on active
calls for the interval / Total number of calls the agent has completed for the
interval (calls answered and then released).
