Wallboard dashboard

Updated 8 months ago by Jane

  • Dashboard
    • To provide real-time information related to inbound contact center performance
    • Allow the supervisor to select and customize different metrics to show in the dashboard
    • Can be shown on a big screen
Dashboard is available for Inbound call type.
  • In order to generate a report
    • Choose the queue
    • Choose a refresh interval (10 seconds, 30 seconds, 1 minute or 5 minutes)
    • Choose a time frame
  • Example of a captured report (data shown are grouped by queue)

  1. Call statistics: the total number of call
  2. Abandoned rate
  3. SLA (Service Level Agreement): Measure the performance of the call center or queue. SLA threshold is configured HERE.
  4. Number of agents and their statuses. Below agents' name is the period that the agent has been in that status.
    1. Available
    2. Talking
    3. Wrap up (adding details in incoming calls notification popup)
    4. Busy
    5. Offline
    Example: Jane Le (#120) Available 6 hours ago: this means that agent Jane Le (Extension number 120) has been available for 6 hours.
  5. Number of calls in queue
  6. Longest wait time
  7. Agent list
  8. Average call duration
  9. Average wait time

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