Key Points

• Wallboards are intended to be used primarily for realtime statistics. Therefore data is retained on a rolling 7 day basis (Reports should be used for anything older)

• Many stats are based on the difference between the data points at the start and end of the time period, therefore any stats that did not exist at the beginning of the search period may be off by 1 until the first data point cycles out of the current search period.

• Many of the available statistics can be customised to show names of DDIs, Ring Groups, Users etc. as well as the visualisation of individual panels. (This is a manual prrocess currently)

• Frequent dashboard refreshes can increase resource usage and may result in additional charges.

URL

https://wallboard.byphone.co.uk

Available Stats

Inbound

Call Count

• Organisation - Counter

  • This represents the number of inbound external calls across the entire organisation for a given time period. This can be displayed and manipulated in numerous ways.

    Open

    

• Ring Group - Counter

  • This represents the number of inbound external calls to each individual ring group for a given time period. This can be displayed and manipulated in numerous ways.

    Open

    

• DDI - Counter

  • This represents the number of inbound external calls to each individual DDI for a given time period. This can be displayed and manipulated in numerous ways.

Answered Call Count

• Organisation - Counter

  • This represents the number of inbound external calls across the entire organisation, that were answered by a member of a receiving ring group, for a given time period. This can be displayed and manipulated in numerous ways.

• Ring Group - Counter

  • This represents the number of inbound external calls to a particular ring ring, that were answered by a member of that group, for a given time period. This can be displayed and manipulated in numerous ways.

Missed Call Count

• Organisation - Counter

  • This represents the number of inbound external calls that routed through the entire call flow without having been answered by any receiving user.

Overflowed Call Count

• Ring Group - Counter

  • This represents the number of inbound external calls that rang out on each individual ring group for the given time period. This can be displayed in numerous ways such as aggregated for the entire organisation as shown below.

Ring Duration

• Ring Group - Timer

  • This represents the duration between the start of the call and answer time (or call end in the case of an unanswered call) for an inbound external call to a particular ring group.

Answer Duration

• Organisation - Timer

  • This represents the duration between the last call answer time and end time of an inbound external call for an entire organisation. (If a call is transferred there will be multiple answer times during the call)

• Ring Group - Timer

  • This represents the duration between the call answer time and end time of an inbound external call to a particular ring group.

Handling Duration

• Organisation - Timer

  • This represents the time between the start of an inbound external call and the last answer (if a call is transferred there will be multiple answer times during the call)

Outbound

Call Count

• Organisation - Counter

  • This represents the number of outbound calls made to external numbers for the given time period across the entire organisation

• User - Counter

  • This represents the number of outbound external calls made by each individual user for the given time period

Answered Call Count

• Organisation - Counter

  • This represents the number of outbound external calls that were answered for the given time period across the entire organisation

• User - Counter

  • This represents the number of outbound external calls made by each individual user that were answered for the given time period

Ring Duration

• Organisation - Timer

  • This represents the duration between the start of outbound external calls and the answer time or the end of the call, in the case of no answer, for the entire organisation. This can be represented as an average, sum, maximum or minimum over a given time period. (Selected time period affects this due to limit on data points, therefore longer time periods reduce accuracy)

• User - Timer

  • This represents the duration between the start of outbound external calls and the answer time or the end of the call, in the case of no answer, for the calling user. This can be represented as an average, sum, maximum or minimum over a given time period. (Selected time period affects this due to limit on data points, therefore longer time periods reduce accuracy)

Answer Duration

• Organisation - Timer

  • This represents the duration between the answer time and the end of the call for outbound external calls across the entire organisation. This can be represented as an average, sum, maximum or minimum over a given time period. (Selected time period affects this due to limit on data points, therefore longer time periods reduce accuracy)

• User - Timer

  • This represents the duration between the answer time and the end of the call for outbound external calls for the calling user. This can be represented as an average, sum, maximum or minimum over a given time period. (Selected time period affects this due to limit on data points, therefore longer time periods reduce accuracy)

Miscellaneous

Parking

• Parked Calls - Gauge

  • This represents the number of calls that are currently parked for the organisation

• Parked Calls - Counter

  • This represents the number of calls that have been parked within the given time period

• Park Retrievals - Counter

  • This represents the number of parked calls retrieved by a user on the system for the given time period

• Park Timeout - Counter

  • This represents the number of parked calls that were not retrieved before the timeout limit and returned to the user who parked the call

Internal Call Count

• Organisation - Counter

  • Count of the number of internal calls for the given time period. Internal call classified as call to either a 1XXX or 6XX extension from another registered user.

IVR Option

• Option Selected Count - Counter

  • Count of how many times each option is selected on a particular IVR for the given time period. No option selected equates to failure route (-1). Also includes direct extension dialing.

DND

• Organisation - Gauge

  • Aggregation of user gauges outlined below

• User - Gauge

  • Gauge set to 1 while user is on DND and 0 when not