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Wallboard ​

What is a Wallboard ​

A wallboard is a real-time dashboard that displays key operational information related to ticket activities, SLA performance, agent status, customer satisfaction ratings, and ticket distribution by channel.

Its purpose is to provide supervisors and administrators with a quick and accurate overview of service performance.

Wallboard Access

The wallboard can only be accessed by users with the Administrator or Supervisor role. It can be accessed via the "Wallboard" button on the Home menu.

wallboard_step_1

Channel & Department Filters ​

At the top of the wallboard, you can filter the displayed data by:

  • Channel – Displays only tickets from a specific communication channel (e.g., Webchat, Facebook Messenger, Instagram DM).
  • Department – Displays only tickets handled by a specific department or team.

After selecting your desired filters, click "Apply Filter" to update the dashboard view. This allows supervisors and administrators to focus on specific channels or teams for monitoring purposes.

Data Refresh Interval

All wallboard data is automatically refreshed every 15 seconds to ensure the information displayed is always up to date.

Tickets ​

Displays a summary of the current number of tickets by status:

  • Total Tickets – The total number of tickets in the workspace.
  • Unassigned Tickets – Tickets that have not yet been assigned to any agent.
  • New Tickets – Newly created tickets that have been assigned to an agent but have not yet received a response.
  • Open Tickets – Tickets currently being handled by an agent.
  • Hold Tickets – Tickets that have been temporarily paused for follow-up, escalation, or awaiting additional information.
  • Solved Tickets – Tickets that have been resolved and closed by the agent.

Ticket Trend ​

Shows a graph of ticket status changes over each hourly interval. Useful for identifying ticket activity patterns, including peak and idle periods.

SLA (Service Level Agreement) ​

Displays SLA performance metrics for the current day, including:

  • SLA In – Percentage of tickets resolved within the SLA target time.
  • SLA Out – Percentage of tickets that did not meet the SLA target time.
  • Avg. Response Time – Average time from ticket creation to the first response from any agent.
  • Avg. Agent Response Time – Average time from ticket assignment to an agent until the first response.
  • Avg. Handling Time – Average time taken to resolve a ticket, excluding time spent on hold.

Agents ​

Shows a summary of agent statuses:

  • Online – Number of agents currently active and handling tickets.
  • Aux – Number of agents currently in Auxiliary mode (not handling tickets, e.g., break, meeting, or other tasks).
  • Aux List – List of agents currently in Auxiliary mode.

Customer Satisfaction ​

Displays the average customer satisfaction score based on post-ticket feedback (scale of 1–5).

Shows the percentage distribution of tickets by channel along with the list of top channels. Examples of channels: Webchat, Facebook Messenger, Instagram Direct Message, etc.