All Categories > Applications > Wallboard V2
20 articles
Wallboard is an application allows you to manage your call center and its performance. Main functions supported: Provide dedicated view for supervisor and agent. Monitor the call center performance.…
Updated 1 year ago by Jane
There are 2 roles in Wallboard Agent. Supervisor.. The role in Wallboard is defined in Bizphone , meaning a supervisor/agent in Bizphone is a supervisor/agent in Wallboard, respectively. Agent's acce…
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 bi…
This article addresses the call logs of all calls in a call center. If you are referring to logs of a single agent, please click HERE. View details of active calls. First, you need to choose an inter…
Updated 2 years ago by Jane
This article addresses the logs of an agent himself. If you want to see all logs of a call center, please click HERE. Agent can view their own answered and unanswered calls View details of answered c…
Go to Wallboard app > Workspace Agent list. Information: Agent name, extension. Agent status : is what users set or change on the portal. The values are: Busy , Available , Offline It can be changed…
Updated 5 days ago by Hallie
What is a queue in Call center? --> The strict definition of a call queue is that it’s where callers are placed on hold, in a queue, while they wait to speak with a live agent. What is a queue in Wal…
Updated 2 weeks ago by Hallie
Capabilities of a queue Queue size. Wait time. Go to Wallboard app > Queue management > Settings > Action events Enable Maximum Queue Size. Default value =-1: meaning a large number of callers (unlim…
Updated 3 weeks ago by Hallie
Go to Wallboard app > Queue management > Settings > Agent management > Fill in the required info and Save Ring time per agent : set up the maximum ring time for each agent. SLA threshold : calls answ…
Go to Wallboard app > Queue management > Settings > Note configuration Disposition codes : Agents can choose these codes in the popup after they finish a call. Custom Fields: support multiple and cus…
The message should include a clear instruction for the caller to leave a voicemail or request a callback call (or be connected to other agents if Ring Mode is Sticky Agent). Go to Wallboard > Queue m…
Go to Wallboard > Queue management > Settings > In queue message > Voicemail and Callback (click screenshot for full size) Voicemail. Enable/ Disable voicemail. Digit to trigger voicemail: set up her…
Go to Wallboard > Queue management > Settings > In queue message > Music on hold (click screenshot for full size) You can either upload an mp3 file or type in the marketing message. Click + to add mo…
This feature allows the caller to receive an SMS after their call to your Call Center finishes. Go to Wallboard app > Queue management > Settings > Post call survey > Fill in required info and Save C…
The dial plan applies for callback call. Go to Wallboard > Queue management > Settings > Dial plan > Configure > Update Example, if you want to call SG numbers without dialing 65, If number starts wi…
If you receive a call to your queue and the customer actually wants to talk to another agent/queue who is handling the case, follow the steps below: Transfer another extension from IP Phone: press ##…
This page shows agent's activities within the filtered period. Go to Wallboard app > Activities log > Filter by date and agent > View and export (if required) Detail. Agent name. Status. Remark of st…
This section allows you to configure the general settings and the integration to your CRM system. Below are the items that you can configure in this section. Go to Wallboard > Settings Maximum ring t…
Updated 7 months ago by Jane
Wallboard Outbound call feature allows you to make call to bulk of destinations with one click. Make sure you have the Outbound add-on in Wallboard subscription. As the feature is available in Outbou…
Updated 1 week ago by Hallie
The list of number is required when you want to use the Outbound call feature of Wallboard. In order to create a number list, follow the steps below: Configure outbound concurrent calls (hardcorded t…
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