> For the complete documentation index, see [llms.txt](https://atlas.anywhere.now/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://atlas.anywhere.now/use/existing-dialogue-cloud-neo-connect-apps/web-wallboard/understand-web-wallboard-statistics.md).
# Understand Web Wallboard statistics
Understand the Web Wallboard dashboard sections, metric definitions, daily reset behavior, and realtime reporting limits.
Web Wallboard shows realtime agent and audio-only queue information and selected daily statistics for a UCC.
## Statistics overview
The Statistics Overview section shows daily statistics for the selected UCC.
By default, all values include inbound, outbound, and direct audio conversations.
All statistics reset to `0` at midnight in the time zone configured for the UCC.
| Item | Description |
| -------------------------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| **Total SLA percentage** | Shows the overall service-level agreement (SLA) percentage for all skills. By default, the SLA percentage measures the percentage of conversations that were answered within a specific time frame. A higher percentage indicates better performance. The metric is updated after the conversation has ended. |
| **Accepted conversations** | Total number of conversations that an agent has engaged in with customers today. It only counts conversations that were accepted by an agent. The metric is updated after the conversation has ended. |
| **Missed conversations** | Total number of missed conversations today. A missed conversation is a situation where a customer was in queue but ended the call before being connected to an agent. This includes cases where the call rang at the agent or did not ring at the agent. The metric is updated after the conversation has ended. |
| **Decline in 20s** | Number of conversations missed today with a queue time of less than 20 seconds. The metric is updated after the conversation has ended. |
| **Longest wait** | Longest queue time of all accepted conversations today. The metric is updated after the conversation has ended. |
| **Answer in 30s** | Total number of conversations accepted by an agent today with a queue time of less than 30 seconds. The metric is updated after the conversation has ended. |
| **AVG Decline** | Average number of seconds that missed conversations spent in queue before being disconnected today. The metric is updated after the conversation has ended. |
| **Calls waiting** | Number of active conversations currently waiting in queue. |
| **Average wait** | Average queue time of accepted conversations today. The metric is updated after the conversation has ended. |
## Skill Service level overview
The Skill Service level overview shows the SLA percentage per skill, including additional realtime statistics.
{% hint style="info" %}
When more than six skills are shown, Web Wallboard changes to a compact view. In compact view, **Queue** and **In a call** are not visible.
{% endhint %}
| Item | Description |
| -------------- | ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| **Agents** | All available informal agents plus all available logged-in formal agents. |
| **Percentage** | Overall SLA percentage for this skill. By default, the SLA percentage measures the percentage of conversations answered within a specific time frame. A higher percentage indicates better performance. The metric is updated after the conversation has ended. Default formula: `AcceptedSLA1 / (AcceptedCallsToday + NotAcceptedCallsToday)`. |
| **Queue** | Number of active conversations currently waiting in this skill. Not visible in compact view. |
| **In a call** | Number of active conversations currently connected to an agent of this skill. Not visible in compact view. |
The exact SLA calculation depends on the UCC statistics settings for the environment. Common settings include `ServiceLevelFormula`, `QuickDropThresholdSeconds`, `ServiceLevelThreshold1InSeconds`, and `ServiceLevelThreshold2InSeconds`. Confirm the configured formula before comparing Wallboard percentages between contact centers.
If SLA per skill or waiting-call counters do not appear while other Wallboard data is visible, confirm whether the Dashboard Service has disabled advanced wallboard statistics for the environment. Support or the partner contact can validate Dashboard Service settings such as `disable_advanced_wallboard_statistics`.
## Agent overview
The Agent Overview section shows agents grouped by reason code.
## Realtime limitations
Web Wallboard uses a simplified realtime statistics feed compared with Dialogue Insights reports and SQL CDR database-based Power BI reports. The data is not always one-to-one or exactly the same. Use historical reporting for post-analysis when you need more detailed reporting data.
Dashboard Service settings can affect whether advanced wallboard statistics are returned to Web Wallboard. If the visible cards and detailed reporting disagree, first confirm which reporting source the user is comparing: Web Wallboard realtime statistics, Snapper realtime statistics, Dialogue Insights, or Power BI.
For the related Snapper realtime-statistics behavior, see **Dashboard and statistics**.
{% content-ref url="/pages/CErELRmVu8wF71VLUcT8" %}
[Snapper dashboard and statistics](/use/existing-dialogue-cloud-neo-connect-apps/snapper/snapper-dashboard-and-statistics.md)
{% endcontent-ref %}
Differences include:
* Dialogue Insights distinguishes between **Missed** and **QuickDrop**. Web Wallboard combines them as **Missed**.
* Dialogue Insights distinguishes between **Inbound**, **Direct**, and **Outbound**. Web Wallboard combines them as **Accepted**.
* Dialogue Insights distinguishes between **Hunts** and **Forwards**. Web Wallboard combines them.
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