Wallboard dashboard

Updated 3 days 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
  • In order to generate a report
    • Select the type of call (inbound or outbound - callback call)
    • 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 at https://b3networks.helpdocs.io/article/9siwus0zi4-queue-management-agent-management
  4. Number of agents and their statuses:
    1. Available
    2. Talking
    3. Wrap up (adding details in incoming calls notification popup)
    4. Busy
    5. Offline
  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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