Wallboard
The Wallboard is the real-time dashboard that lets you follow your call center operation through live data. It lets you monitor call traffic, queue states and the key figures related to agent performance.
- Click the Wallboard tab in the left menu to reach this panel.
Information on the Screen
On the Wallboard you can see the following metrics, which help you assess the performance of your operation:
- Last 30 min activity
- Active Calls
- Waiting
- SLA
- Avg. Wait
- Avg. Talk
- Abandon Rate
Waiting calls, queues and agent information are also listed on the screen in full detail. From the Queues section you can review the SLA times of a queue and get detailed insight into its performance.
Customization
From the Tweaks section at the top of the screen you can choose which data you want to see on your wallboard and shape the panel to your own needs.
- You can use the panel in full screen mode.
- You can arrange the layout as you like by dragging and dropping the components on the screen, customizing your wallboard to your own preferences.