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• 5.2 • 5.3

Contents

List of Wallboard Metrics

Wallboards provide a visual display real-time statistics. These statistics, or metrics, are what populate the widgets.

There are many metrics to choose from when deciding what to add to your wallboard widgets. The following is a small sample of the types of statistics that can be included:

  • Inbound and outbound call duration
  • Emails that have been replied to
  • Queue wait time
  • Information relating to IVR applications
  • Agent performance data

Real-time metrics names often have several variations depending on where they appear in Agent Desktop; the Wallboard names will be listed under the main real-time metric name. For a complete list of these statistics including definitions, see All Real-time Metrics in the Reporting Reference Guide. Information About Real-time Metrics, also located in the Reporting Reference Guide, provides general details about how these metrics function.


There are many metrics to populate widgets with


All Wallboard Metrics

The following is a list of all metrics that can be used in the Wallboard builder application.

Agents busy with this service

Agents in ACW state

Average idle time of matching agents

Average preview time of matching agents

Average speed of answer/reply

Break time total

Callback attempts failed

Callbacks abandoned during setup

Callbacks attempts connected

Callbacks canceled

Callbacks in queue now

Callbacks requested

Callbacks scheduled

Completed records in active lists

Completed records with personal agent assignments

Count of records in all active lists

Count of selected dispositions

Custom Survey Metric 1

Custom Survey Metric 2

Customer Satisfaction

Estimated campaign duration

Estimated wait time

First Call Resolution

Inbound abandoned

Inbound abandoned %

Inbound abandoned in IVR

Inbound abandoned in queue

Inbound abandoned in queue %

Inbound abandoned while ringing

Inbound dropped by system in IVR

Inbound dropped by system in queue

Inbound dropped by system while ringing

Inbound duration average

Inbound duration total

Inbound emails carried over

Inbound emails carried over from previous day

Inbound emails dispositioned without reply

Inbound emails for existing queued cases

Inbound emails handled

Inbound emails in personal queues now

Inbound emails not accepted

Inbound emails pulled by agent

Inbound emails replied

Inbound emails that created new cases

Inbound handled by agents

Inbound handled by agents %

Inbound handled by agents now

Inbound held

Inbound held, non-transferred

Inbound in IVR now

Inbound in IVR, queue or on agents now

Inbound in queue now

Inbound interactions answered in Service Level % (moving window)

Inbound longest wait now

Inbound queued

Inbound received

Inbound received as transfers

Inbound rejected or missed by agents

Inbound released by agents

Inbound released by callers

Inbound ringing on agents now

Inbound routed to agents

Inbound self serviced

Inbound Service Level target

Inbound Service Level threshold

Inbound short-abandoned in queue

Inbound short-abandoned in queue %

Inbound transferred away

IN Svc Level Day %

Matching agents busy

Matching agents logged-in

Matching agents not ready

Matching agents ready

Net Promoter Score

Number of interactions recategorized from a different service

Number of interactions recategorized to a different service

Number of nonreplies started and discarded by agents

Number of records excluded by DNC lists from active Lists

Occupancy of matching agents

Outbound call attempts

Outbound call attempts in progress now

Outbound calling rate now

Outbound calls abandoned

Outbound calls abandoned %

Outbound calls abandoned in IVR

Outbound calls abandoned in IVR %

Outbound calls abandoned in queue

Outbound calls abandoned in queue %

Outbound calls abandoned while ringing

Outbound calls answered, out of connection speed compliance

Outbound calls answered, out of connection speed compliance %

Outbound calls attempts failed

Outbound calls attempts successful

Outbound calls attempts successful %

Outbound calls dropped in IVR

Outbound calls dropped in queue

Outbound calls dropped while ringing

Outbound calls duration average

Outbound calls duration total

Outbound calls in IVR %

Outbound calls in queue now

Outbound calls queue

Outbound calls rejected or missed by agents

Outbound calls released by agent

Outbound calls released by remote party

Outbound calls ringing on agents now

Outbound calls routed to agents

Outbound calls self serviced

Outbound calls transferred away

Outbound emails in personal queue

Outbound interactions handled by agents (email - send non-replies)

Outbound interactions handled by agents now

Preview duration now

Records attempts

Records attempts %

Records completed in active lists %

Records completions

Records completions %

Records in quota groups that reached quota limits

Records previews

Records skips

Records skips %

Remaining records in active lists

Remaining records with personal agent assignments

Selected Dispositions Percentage

Success rate

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