What Is Wallboard - Avaya Wallboard User Manual

What is Wallboard?

Wallboard is a Windows-based application that displays real-time and statistical
information on VDNs, skills or splits and agents in a marquee window.
Installed on agent PCs, the scroll bar of information allows agents to closely track
their personal work performance and the performance of their work group (skill or
split).
Statistical information is sent to Wallboard from the Interaction Data Server,
which monitors VDNs, splits, skills and agent extensions, and then calculates
statistics about all facets of a call.
Statistics can be displayed for short intervals (up to one hour) and/or shifts (any
length of time between one and 24 hours). A shift corresponds to a period of
on-duty time by a group of agents.
The calculation of interval-based statistics for agents, VDNs and split/skills allows
you to analyse work trends throughout the day, while the gathering of shift-based
statistics allows you to view accumulated results. Intervals and shifts are
configured in the Interaction Data Server.
Wallboard can be used as an Agent extension or a standalone application.
Agent Extension
Standalone Application
VDN information includes:
VDN names and numbers
The number of calls waiting to be answered for the specified VDN
The length of time the first call in the queue has been waiting (in seconds)
The average length of time agents are talking to callers to this VDN (in
seconds)
The average length of time callers to this VDN are waiting before their call is
answered (in seconds)
The number of calls to this VDN that have been abandoned
The average length of time callers to this VDN are waiting before abandoning
their calls (in seconds)
Skill or split information includes:
Skill or split names and extension numbers
Introduction 9