Wallboards 43
The available Parameters are:
Abbreviation | Description |
|
|
ID | Number of Incoming calls received in the current Day |
IH | Number of Incoming calls received in the current Hour |
AD | Number of Abandoned calls in the current Day |
AH | Number of Abandoned calls in the current Hour |
OD | Number of Outgoing calls made in the current Day |
OH | Number of Outgoing calls made in the current Hour |
SD | Grade of Service offered in the current Day (%) |
SH | Grade of Service offered in the current Hour (%) |
AO | Number of Agents on Outgoing calls |
AI | Number of Agents on Incoming calls |
AA | Number of Agents Available to receive calls |
AN | Number of Agents in the Not Ready state |
AL | Number of Agents Logged in |
QL | Current Queue Length - number of calls in the call queue for |
| this Skillset |
QT | Current Queue Time for the longest waiting call in the call |
| queue for this Skillset (secs.) |
To change the Parameters to be displayed, click the drop down menu arrows and highlight your new selection.
If the Wallboard Title option is selected the Parameters on the top line are replaced with the fixed text chosen for the title of the Wallboard.
Once a Wallboard has been allocated to either a Skillset or the System, and is configured with the required Parameters, the Wallboard will immediately begin to function and display the required information.
Wallboard Messages, Alarms and Schedules
Wallboard Messages
Text Messages can be sent to your agents via the Wallboards. Messages can contain words as well as numerical information (Parameter values), and can be up to 70 characters long. When Messages are displayed they scroll from right to left until the entire Message has passed over the Wallboard at least three times. An audible Buzzer accompanies Wallboard Messages if this option is configured in the Wallboard Settings tab.
The maximum number of Messages that can be created is 32. The Messages are stored in a library, accessible from either the System or Skillset level. They can be manually sent to the Wallboard(s), scheduled to be sent on a particular day and time, (Wallboard Schedule), or used in conjunction with any alarm status (Wallboard Alarm).
Issue 07 | Nortel Networks Call Center Reporting Set Up and Operation Guide |
