Agent Performance Wallboard (Genesys Cloud (PureCloud)-OOTB Dashboard)

Owned by Arielle Kaye Odeste
Nov 15, 2021
2 min read

Overview / Description

The Agent Performance Wallboard highlights how agents have performed in the contact center. It is designed to be displayed on a TV Wallboard.

Viewer

This section covers Agent Performance Wallboard for Viewer access.

Creator

This section covers Agent Performance Wallboard for Creator access.

Highlights:

  • View the Highest Talk Count, Highest Talk Time, Highest Hold Time, and Highest ACW Time in the contact center

  • Compare Calls Offered and Talk Time between this week and last week

  • Compare the Top 10 and Bottom 10 Agent Talk Times and Talk Counts in the contact center for today

  • Drill down into the aggregated Interaction Details of a particular day

Datablocks:

Measures and Measure Groups used:

  • Trend Measures

    • Last Week Alert Count

    • This Week Alert Count

    • Last Week Complete Talk Time

    • This Week Complete Talk Time

  • Predefined Measures

    • tTalk Count

    • tTalk Time

    • nTransferred Count

    • tAnswered Count

    • tHeld Time

    • tACW Time

  • Custom Measures

    • Average ACW time

    • Average Handle time

    • Average Hold Complete time