A contact center wallboard is a visual tool displaying essential real-time performance and call center activity metrics to agents and managers through graphs, pie charts, notifications, and key statistics. These wallboard displays can be seen on individual agent desktops, mobile apps, in team-wide channels, or even on larger screens visible to the entire office. You may hear wallboards referred to as performance dashboards or live agent monitoring.
Wallboards display call center KPIs (Key Performance Indicators) in real-time, allowing managers to quickly and accurately monitor call center status and activity levels at record speeds. In addition to displaying raw metrics, the wallboard shows how close current performance compares to pre-set targets–and alerts managers when teams are approaching performance lower thresholds.
Knowing wallboards display agent productivity statistics to the entire office may be scare at first, but it’s an excellent way to empower agents to maintain high productivity levels and keep customer service skills sharp. It also makes it easier for managers to identify top talent – and more importantly, ensure the entire team recognizes their efforts by showing their names on company-wide leaderboards.
Get insightful overview on current call activities of a queue, including total number of waiting calls, active calls, missed calls, abandoned calls, answered calls, and total calls of the day, week, or month.
Visualize the actual SLA for each queue based on the parameters that you have set up. Supervisors can also configure to receive instant alerts when it reaches the predefined threshold.
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