Hello
For the Wallboard grid specific to teams and states, there is no metric specific to calls. There is “inbound emails handled” and “inbound handled by agents”
The latter returns a metric that is a combination count of emails and voice. What do I select for voice metrics only?
The Agent Desktop supervisor view does have separate metrics for calls and emails.
Regards
Kavin
Hi Kavin,
I dont thing BP has realtime metric associated with each of these separately under realtime, so inbound handled by agent/in Handled would give you only calls if agent is only calls dedicated but the moment they also receive other channels i dont see a way to get that breakdown of each via realtime e.g calls, email, chat, sms, via historical you will be able to do this
Under the service grid you should be able to pull metrics for each channel, that unfortunately cannot be filtered by agent or teams only services
Regards,
Meli
Hello
Yes. I have combed through the metrics and cannot find a Wallboard related metrics that will single out the voice interactions. There is only one for emails. So I can select the email metrics for the grid and it gives me an accurate account of a team that has both email and voice skills, but once the generic inbound handled is selected, it gives me a combo stat for the omnichannel environment.
I was hoping that someone from BP would look at creating a metric from this query.
Kavin
Maybe log a PER/Feature request with BP for them to consider adding the feature