Department Wallboard Report

Department Wallboard


  • 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

When a customer dials an extension, there are several strategies through which calls can be distributed to agents.

  • *Simultaneously**: Call will ring to all agents at once.
  • *Order by**: Rings agents in a set order.
  • *Random**: Rings agents one at a time, randomly.
  • *Round Robin**: Rings agents in a rotating order.
  • *Longest Wait Time**: Rings the agent who has been waiting the longest.

Queue Status

It indicates whether the queue is disabled or enabled.

Timeout

Specifies the number of seconds the call will stay in the queue before being redirected to a failover destination, as configured in the department.

Sticky Agent Status

It indicates whether the sticky agent is disabled or enabled.

Total Calls Today

Displays the total number of calls handled by the department on a specific day.

Total Answered Calls Today

Shows the number of calls answered by agents within the department on a particular day.

Total Missed Calls Today

Displays the total number of missed calls within the department for a given day.


Department Live Calls

FieldDescription
DirectionIt shows whether the call is incoming or outgoing.
SourceThe phone number of the customer making the call.
NumberThe DID number through which the call was received or dialed.
DestinationThe destination of the call, such as the agent's name who answered the call.
DurationThe length of time the call lasted.
StateRepresents the current status of the call.
ActionThe action you wish to take on the call, such as barge, whisper, or monitor.

Department Agent Status

Field

Description

Status

Status of the agent:

  • *Green**: Active
  • *Red**: Blocked
  • *Yellow**: Disabled
  • *Cross**: Offline

Call Received

The number of calls received by the agent on a particular day.

Intercom

The unique intercom ID assigned to the agent.

Name

The name of the agent.