The values of status are:

• Available
• Busy:
  • Lunk Break
  • Toilet Break
  • Meeting
  • Personal Reason
• Away
• Offline

This status can be changed by

• User - At the Top right corner
• Supervisor - At the Agent's name

If supervisors/agents are unable to log in Wallboard portal to change their status, they can use these dial codes below on the connected IP Phone instead.

• *71#: change to Available
• *72#: change to Busy
• *73#: change to Offline

* If the user is currently Offline, she will not be able to change her status to Busy. She will need to change to Available first.

** If the user misses 3 calls continuously, the system will automatically change its status to Away.

This is the current call state of the agent. 

• Here’s a breakdown of the different states an agent can be in during the call-handling process:
  • Available:
    If the agent is ready and available to take a new call, their state should be “Available.”
  • In Conversation:
    When an agent is actively speaking with a customer, their state should be marked as "In Conversation."
  • Holding:
    If an agent places a call on hold, the state should automatically switch to "Holding."
  • Transferring:
    When an agent transfers a call to another department or agent, their status should be updated to “Transferring.”
  • Busy:
    The "Busy" status shows that the agent is currently occupied, either with a task or a call.
  • Offline:
    When an agent is logged out or disconnected from the system, their status will show as "Offline," meaning they are unavailable for any communication or task.
  • Dialing:
    When an agent is initiating an outgoing call, their state will change to “Dialing.”
  • Wrapping:
    After completing a call, agents often take time to wrap up by documenting important information or finalizing details. The "Wrapping" state signals that the agent is finishing up the necessary post-call work before becoming available for the next task.
  • Away:
    If an agent steps away from their desk or takes a break, their status should show as "Away." This makes it clear that they are temporarily unavailable for calls or tasks.

These states help supervisors and team members easily monitor agent availability.

(Scroll down to learn how the state changes)

• The period that the agent sticks to the current call state. 
• This metric will not be affected by the filter.

Number of queues that the agent is assigned to.

Measure the performance of the agent. This SLA is affected by the number of calls answered out of the total calls assigned to an agent.

• Formula:  
  

Number of calls that the agent is assigned to the agent

• Assigned = Answered calls + Unanswered calls

The Average Talktime of answered incoming and callback calls in the filter time

• Average Talktime = (Sum of Incoming talk duration + Sum of Callback talk duration) / (Sum of Answered incoming duration + Sum of Answered callback duration)

The total amount of talking times of answered incoming and callback calls in the filter time.

The period that the agent sticks to a status in the filter time.