View Queue Statistics on Wallboard

Requirements

Prerequisites

Step 1. Access Wallboard from Linkus UC Clients

You can access Wallboard from Linkus Web Client or Desktop Client.

Step 2. Filter queue statistics

Click on the links below to check how to filter queue statistics in each view:

Wallboard view for queue call metrics

Wallboard view for queue call metrics provides a comprehensive display of aggregated data of all queues as well as individual queue metrics. You can choose to view the statistics of all queues or a single queue.

1. At the top-left corner of Wallboard, select the desired queue.

   

2. At the top-right corner of Wallboard, select the time range of statistics to display.

   

   The call statistics for all queues or a single queue within the specified time range are displayed.

   

   To understand each metric, you can refer to the table below.

   Widget	Description
   DATE & TIME	Display the date and time of the PBX.
   AVERAGE WAITING TIME	Display the average call waiting time for queue calls answered over a period of time.
   AVERAGE TALKING TIME	Display the average amount of time that an agent spends talking to a customer.
   MAX WAITING TIME	Display the maximum call waiting time for all calls answered over a period of time.
   WAITING CALLS	Display the number of waiting calls in the queue.
   ACTIVE CALLS	Display the number of current active calls in the queue.
   ANSWERED CALLS	Display the total calls that queue answered over a period of time.
   TOTAL CALLS	Display the total calls that queue received over a period of time.
   MISSED CALLS	Display the total calls that queue missed over a period of time. Tip: You can click on the widget to view the related queue call logs and manage processing status of these call logs. Any other agents who are authorized to view the queue's call logs can see the changes you make on their Linkus clients.
   ABANDONED CALLS	Display the total calls that has been abandoned over a period of time. Tip: You can click on the widget to view the related queue call logs and manage processing status of these call logs. Any other agents who are authorized to view the queue's call logs can see the changes you make on their Linkus clients.
   ANSWERED RATE	Display the answered rate over a period of time for all calls to the queue.
   MISSED RATE	Display the missed rate over a period of time for all calls to the queue.
   ABANDON RATE	Display the abandon rate over a period of time for all calls to the queue.
   CALL BACKS	Display the following data of queue callback over a period of time: TOTAL CALLBACKS: Display the total callback requests that are successfully made by callers over a period of time. FAILED CALLBACKS: Display the total failed callback attempts over a period of time. PENDING CALLBACKS: Display the total callbacks to be performed.

List view for queue performance metrics

List view for queue performance metrics present key performance metrics of all queues in a list format, making it easy to compare and analyze the performance of multiple queues.

1. At the top-left corner of Wallboard, select All.

   

2. At the top-right corner of Wallboard, select the time range of statistics to display.

   

3. On the top of Wallboard, click the toggle button to switch to the list view.

   

   The queue metrics for all queues within the specified time range are displayed.

   To understand each metric, you can refer to the table below.

   Widget	Description
   Agents Logged In	Display the number of agents logged in to the queue, and the total number of agents.
   Available Agents	Display the number of agents logged in the queue that are ready to take a call.
   Active Calls	Display the number of current active calls in the queue.
   Waiting Calls	Display the number of waiting calls in the queue.
   Average Talking Time	Display the average amount of time that an agent spends talking to a customer.
   Average Waiting Time	Display the average call waiting time for queue calls answered over a period of time.
   Max Waiting Time	Display the maximum call waiting time for all calls answered over a period of time.
   SLA	Display the Service Level Agreement (SLA) for the queue.
   Missed Calls	Display the total calls that queue missed over a period of time.
   Abandoned Calls	Display the total calls that has been abandoned over a period of time.
   Answered Calls	Display the total calls that queue answered over a period of time.
   Total Calls	Display the total calls that queue received over a period of time.
   Missed Rate	Display the missed rate over a period of time for all calls to the queue.
   Abandon Rate	Display the abandon rate over a period of time for all calls to the queue.
   Answered Rate	Display the answered rate over a period of time for all calls to the queue.
   Callbacks	Display the following data of queue callback over a period of time: Total Callbacks: Display the total callback requests that are successfully made by callers over a period of time. Failed Callbacks: Display the total failed callback attempts over a period of time. Pending Callbacks: Display the total callbacks to be performed.

List view for queue agent status

List view for queue agent status allows you to track agents' presence status, logged in/out status, call statistics, and more in a clear, organized list view.

1. At the top-left corner of Wallboard, select the desired queue.

   

2. At the top-right corner of Wallboard, select the time range of statistics to display.

   

3. On the top of Wallboard, click the toggle button to switch to the list view.

   

   The agent status for all queues or a single queue within the specified time range are displayed.

   To understand each metric, you can refer to the table below.

   Widget	Description
   Type	Display the type of agents.
   Status	Display the status of agents.
   Time	Display the time for each status. If Status is Logged in, Time shows the last time the dynamic agent logged in to the queue. Note: For static agent, Time shows -. If Status is Log Out, Time shows the last time the dynamic agent logged out of the queue. Note: For static agent, Time shows -. If Status is Paused, Time shows how long the agent paused service.
   Active Calls	Display the total number of calls in the queue that the agent is answering. Tip: Click on the number, then you will be redirected to Queue Panel to view the calls the agent is answering.
   Max Talking Time for Current Active Calls	Display the maximum amount of time that the agent spends talking to a customer among all calls in the queue.
   Answered Calls	Display the total number of calls that the agent answered over a period of time.
   Missed Calls	Display the total number of calls that the agent missed over a period of time.
   Total Talking Time	Display the total talking time that the agent answered queue calls over a period of time.

(Optional) Step 3. Display Wallboard independently

Set the Wallboard to display independently in a separate browser window.

1. At the top-right corner of Wallboard, click .

   

2. Optional: Set the Wallboard to automatically toggle between wallboard view and list view with a scrolling display.
   1. At the top-right corner of Wallboard, click Settings to set the time to toggle, then save the setting.

      

   2. On the top of Wallboard, click Play.

      

      The Wallboard automatically toggles between wallboard view and list view with a scrolling display at the specified time interval.