Department Wallboard Report
The Department Wallboard Report allows you to view the live reports for each department, include information such as department status, call strategy and total calls answered and missed. It also displays the agent's details for the specific department, such as the agent's status, name, intercom ID and calls received. It will help the user determine which departments are using which strategy and the live status of the agent in each department, allowing them to change the call strategy to increase effectiveness.
To view the department wallboard report, click on the Reporting > Department Wallboard tab on the side-navigation.
Select the department by clicking the Select Department button on the top-right corner to view the details of that particular department.
Department status in the report consist of the following fields:
Department Status
| Field | Description |
|---|---|
| Department Strategy | Click on the link below to know more about Ring strategy. https://smartflo.tatateleservices.com/knowledgebase/Services/Department |
| Queue Status | It indicates whether the queue is disabled or enabled. |
| Timeout | Number of seconds the call will remain in queue and after that will move to failover destination set in the department. |
| Sticky Agent Status | It indicates whether the sticky agent is disabled or enabled. |
| Total Calls Today | Displays the number of total calls for a particular day. |
| Total Answered Calls Today | Displays the number of total answered calls for a particular day. |
| Total Missed Calls Today | Displays the number of total missed calls for a particular day. |
Department Live Calls
| Field | Description |
|---|---|
| Direction | It shows whether the call is incoming or outgoing. |
| Source | Customers' phone numbers. |
| Number | The DID number by which the call was received or dialed. |
| Destination | The destination where the call was landed, such as the agent's name who answered the call. |
| Duration | Duration of the call. |
| State | The current status of the call. |
| Action | Action you want to take for the call like barge, whisper, and monitor. |
Department Agent Status
| Field | Description | |
|---|---|---|
| Status | Status of the agent: Green: Active Red: Blocked Yellow: Disabled Cross: Offline | |
| Call Received | Call received by the agent for a particular day. | |
| Intercom | Unique intercom ID of the agent. | |
| Name | Name of the agent. |
Updated 11 months ago