Wallboard Overview
The Wallboard allows you to easily view real-time information related to queues. This topic describes what you can do on Wallboard and the call metrics displayed on the Wallboard.
What you can do on Wallboard
As a queue manager, you can quickly access all the important information about your queues in real-time on Wallboard. Various widgets can show you live queue's data, helping you manage calls and agents efficiently. You can adjust volume, response, and service quality.
You can display call metrics for each queue independently as needed. With a Wallboard displayed on a TV or a large screen, supervisors can boost the queue agent's working efficiency. By keeping the performance metrics highly visible, agents stay engaged and informed.
Queue call metrics
The call metrics displayed on Wallboard are customizable. The following table lists the available metrics widgets on the Wallboard and their descriptions.
| Widget | Description |
|---|---|
| Date & Time | Display the date and time of the PBX. |
| Agents logged in | Display the number of agents logged in to the queue, and the total number of agents. |
| Active calls | Display the active call within the queue. |
| Available agents | Display the number of agents logged in to the queue that are ready to take a call. |
| Waiting calls | Display the number of waiting calls in the queue. |
| Average waiting time | Display the average call waiting time for queue calls answered over a period of time. |
| Average talking time | Display the average amount of time that agents spend on handling calls in the queue. |
| SLA | Display the Service Level Agreement (SLA) for the queue. |
| Missed calls | Display the total calls that queue received over a certain period of time. |
| Abandoned calls | Display the total calls that queue abandoned over a period of time. |
| Answered calls | Display the total number of answered calls within set time intervals. |
| Missed rate | Display the percentage of missed calls for a period of time. |
| Callbacks | Display the total number of callback attempts over a given period of time. |
Read further on customizing your wallboard and advanced management in Managing Wallboard Widgets.