Explanation of wallboard items (UAW)
Here's an explanation of the wallboard terms.
General
| Item | Description |
|---|---|
| CSQ | Contact Service Queue as defined in the Cisco UCCX |
| CSQ alias | The nickname that you gave the CSQ in the Queue names section of the UAW administration |
Performance
| Item | Description |
|---|---|
| Answered % | Percentage of calls answered per queue for today (calls answered / total calls presented to the CSQ) |
| Average speed answer | Queue time divided by the number of calls. Calls that do not connect to an agent are excluded from the calculation. |
| Average wait duration | Today's average time callers wait until their call is answered |
| Longest wait duration | Longest time a caller waited for their call to be answered |
| Expected Wait Time | Expected duration callers will be in the queue |
| Average talk duration | Today's average talk time duration. Talk time is the duration when the call is actually connected to the agent, excluding any hold time. |
| Longest talk duration | Longest talk duration for the day |
| Average hold time | Today's average time callers spent "on hold" (agent put the caller on hold) |
| Max hold time | Longest time today that a caller has spent "on hold" (agent put the caller on hold) |
| GOS | Grade of Service - percentage of calls handled within SLA timeframe. The service level is defined in each UCCX CSQ. This is calculated from: calls handled (within SLA) / (calls handled (within SLA) + abandoned (not met SLA)). Calls that are abandoned within the SLA timeframe are excluded from the performance calculation. |
| GOS2 (excluding abandonment) | Percentage of calls handled within the SLA timeframe excluding the calls that were abandoned |
| Oldest contact | Time for the oldest contact still in the queue |
Call volumes
| Item | Description |
|---|---|
| Abandoned - Dequeued | Number of calls that were dequeued because they were abandoned |
| Abandoned Call Rate (%) | Percentage of calls abandoned / total calls presented in the queues |
| Abandonment Rate (%, not met service level) | Percentage of calls abandoned that failed the service level / total calls presented in the queues |
| Calls abandoned | Calls that ended before they were answered, i.e. where the caller hung up or was disconnected |
| Calls abandoned (met service level) | Abandoned prior to the service level duration being met |
| Calls abandoned (not met service level) | abandoned after the service level duration was exceeded |
| Calls dequeued | Number of calls removed from a queue (usually because the call is handled in some other way, such as answered by different CSQ or diverted to voicemail) |
| Calls handled | Number of calls from the queues answered |
| Calls waiting | Number of calls currently in the queue not yet answered |
| Total calls | Total number of calls for the CSQ's on this wallboard. This excludes direct calls to an agent, and any outgoing calls made by the agent |
Agent information
| Item | Description |
|---|---|
| Agents available | Number of agents available to take a call |
| Agents logged in | Number of agents logged in |
| Talking agents | Number of agents currently on a call |
| Unavailable agents | Agents logged in but not currently available to answer calls |
Individual agents (status information)
Refresh Snapshot (system information)
This shows the refresh interval between the last and previous UCCX data reads. The timestamp is the most recent query made. If this changes colour to red, the query is taking too long for the configured refresh interval. Either extend the refresh interval or optimise the UCCX database.
There are separate queries for the Queue, Agent and other information. The "other" query is used to calculate the Grade of Service and calls handled per agent from the historical reporting tables.
Applies to: UAW 2.1.xx, 2.2.xx, SCM