Each ACD Skill that you select in the Monitor Configuration panel will have a histogram in this panel. All logged on ACD Agent and ACD call activity is represented in these dynamically updated histograms.
Each ACD Skill histogram represents 100% of ACD call and logged on agent activity for that Skill. The Call Center histogram will include data for all logged on ACD agents and all call activity, both ACD and non ACD.
The height of each individual ACD Skill histogram is set as a proportion of the total number of agents active on the PBX plus the number of all calls currently queued. As agents log on and off and calls enter and leave the ACD Skill queue, the height of each individual histogram will be redrawn accordingly.
Each logged on agent is represented by a single block of colour in the ACD Skill histogram. The colour will change as the agent's state changes, from ready, to ringing, to talking, to wrap-up, and so on. The Call Center histogram will show the 'master' or over-riding state of each agent, while the ACD Skill histogram shows the current agent state with particular reference to that Skill. ACD calls that enter the ACD Skill queue, not ringing yet on an agent, will be given their own block of colour while they remain in the queue, but when the calls rings on an agent, the queue colour block is removed and that agent's colour block changes to the ring state colour.
Colours are taken from a palette, either the default palette shown here, or a user specific palette that can be configured to suit each individual user's requirements. See Administrator Colours for details of how to configure your own colour palette.
Hover the mouse cursor over a histogram for additional snapshot information about the dynamic state of that ACD Skill. Tooltip data is not updated once shown.
At the bottom of each histogram the ACD Skill name will be shown. The background colour of this area will match the traffic light colours used in the Wallboards App to show service level performance of the Skill or the whole Call Center.
All the ACD Skills you select in the Monitor Configuration panel will appear in this list at the top of this panel. You select one by clicking it, and it will be highlighted with a blue background, as shown above. This selected ACD Skill is now the focus of this panel and the Agents panel on the right hand side of the monitor window. The data and information described below are all relevant to the ACD Skill you select in this list.
This guage shows the service level percentage of the selected ACD Skill. This is the percentage of calls answered with the service level threshold you have set for the selected ACD Skill. It will be coloured using the user's traffic light colour scheme.
The user can display data for the selected ACD Skill by choosing from a range of different statistics in the Monitor Configuration panel. The stats are updated in real time and the same statistics is displayed no matter which ACD Skill is selected.
This panel on the right side of the page will include all the logged on ACD agents for the selected ACD Skill, or for the whole Call Center if that is selected. Where there is not enough space to fit all the agents in, scroll bars will allow the user to move up or down the list as required. Each agent object in the list can be expanded to show more detail. See Agents for full details of whats in these objects and how to interactive with them.
This chart is updated every 15 seconds and shows the numbers of calls answered, overflowed out, or abandoned (lost) for the selected ACD Skill or Call Center over the course of the current 24 hour period. The data is grouped into hourly periods. If you hover the mouse over a bar additional relevant information is displayed in a tooltip.
As with most charts in the Supervisor App, you can turn data on or off by clicking the appropriate legend
This chart is updated every 15 seconds and shows the call handling averages for all answered calls over the course of the current 24 hour period. As above, the data is grouped into hourly periods, a feature that cannot be changed, and if you hover the mouse over any bar on the chart additional relevant information is displayed in a tooltip. Also, data items can be turned on or off by clicking the appropriate legend to the right of the chart.
