Latest revision as of 23:22, 13 November 2018

Service Grid

The Service Grid widget provides information about a specified selection of services.

Settings

Users with the privilege Customize Wallboards may edit the control settings of wallboard widgets. Service Grid settings are as follows.

Service Grid control settings

Title

Title is the title of the widget. Widget titles, along with their icons, are displayed in the widget selector.

Show only

You can select the selected dispositions or selected services to be shown on the widget. If selected dispositions is chosen, a dialog will open with the available dispositions that can be included for the service.

Selected services are included in the widget in the same way. Selected services also may be called from any single service statistic. Note that services not assigned to the editing user will not be displayed or included in calculation. The display is limited to the editing user’s assigned services.

Select dispositions for a service by clicking the left and right arrows

Column headings

Selecting the enable checkbox enables the column headings to be shown on the widget.

Max items to show

Enter the maximum number of items to be shown on the widget.

Columns

Service metrics are displayed in Columns. You can specify the information to be shown in each column.

Order

Order affects the order in which service metrics are displayed in the widget.

Sort

Sort will sort the services and metrics listed in the widget.

Title

The Title field allows you to rename the Service Grid columns.

Statistic

For the Service Grid widget, the following service metrics may be selected.

For more information on service metrics, see the Reporting Reference Guide, section Service Metrics Report.

Abandoned %

Abandoned % is the percentage of calls to the service that were abandoned outside of the service level threshold, relative to the total number of calls that requested this service, except for the calls abandoned within the service level threshold.

Abandoned Count

Abandoned Count is the number of calls to this service that were abandoned outside of the service level threshold.

Agents in Busy

Agents in Busy is the number of agents who are busy handling interactions for the service.

Dialable

The Dialable metric displays the number of records in the list/campaign of non-closed records that can be called right now (taking into account calling hours and reschedule limitations).

Handled Calls

Handled Calls is the number of calls handled by agents for the associated service.

Handled within Service Level

Handled within Service Level is the number of calls handled by agents

Service Level is the percentage of calls to this service that were answered within the predefined service level threshold relative to all answered or abandoned calls except the calls abandoned within that threshold.

In interactions Waiting

In interactions Waiting is the number of inbound interactions that are waiting in the service queue.

Inbound interactions received for the day

This statistic shows the number of inbound interactions for the service that have been received for the day.

Long Abandoned %

Long Abandoned % is the percentage of long abandoned calls to the service that were abandoned outside of the service level threshold, relative to the total number of calls that requested this service, except for the calls abandoned within the service level threshold.

Long Abandoned Count

Long Abandoned Count is the number of long abandoned calls per service.

Longest Waiting Interaction (Time)

This statistic is the interaction that has been waiting the longest amount of time in the service queue.

Name

Name is the name of the service.

Service level target

Service level target is the target percentage of calls to this service that were answered within the predefined service level threshold relative to all answered or abandoned calls except the calls abandoned within that threshold.

Service level threshold

The Service level threshold is the predefined threshold specified for calls to this service.

Short Abandoned %

Short Abandoned % is the percentage of short abandoned calls to the service that were abandoned outside of the service level threshold, relative to the total number of calls that requested this service, except for the calls abandoned within the service level threshold.

Short Abandoned Count

Short Abandoned Count is the number of short abandoned calls per service.

Skilled Agents logged in

This statistic lists the skilled agents for the service who are logged in to Agent Desktop.

Control Options

In the Settings dialog window, notice the control options. These are used to select, sort, delete, and move items in and out of the widget's columns.

• The "plus" icon is used to add more statistics to a column.
• The "X" is used to delete a statistic from a column.
• The sort circle means there is no sorting, and it appears only on hover.
• The sort up arrow is used to move a statistic up the list.
• The sort down arrow is used to move a statistic down the list.

Note the following:

• When column headings are disabled, the Title column is hidden.
• When multiple sort options are selected, they are evaluated in the order that columns are defined.
• Options show up on hover when options available for a specific statistic, or when there are non-default options for Service grid “selected services” instead of teams and states.