Call Center Wallboards

Wallboards are real time monitoring tools that give you insights on your operation.

When you open the wallboards, through home -> wallboards -> call center you will have the following wallboards available:

 

Overview

The overview tab displays graphical information regarding a general state of your call center. In here you have real time information about:

  • interactions - the interactions area shows different information for both outbound and inbound campaigns:
    • inbound - shows the amount of inbound calls in queue waiting to be delivered to an agent
    • outboud - shows the amount of contacts being currently executed
  • logged agents - the number of logged agents at the current time.
  • agents readiness - see information about the Ready/Not Ready state of your agents.
  • agents state - see information about agent state. Agents can be:
    • Available - available to receive interactions in your campaigns
    • Busy - busy in a interaction
    • Idle - without any activity for some time
    • Preview - previewing the contact of an outbound call. This is valid for Preview Outbound campaigns
    • Wrapup - in wrapup after completing an interaction

overview_wallboard.png

 

Inbound Campaign

The Inbound Campaign tab displays information regarding your inbound campaigns. In here you have real time information about:

  • interactions state - the current interactions in the existing campaigns and its status.
  • business outcomes - the outcome, business wise, of the contact.
  • campaigns details - in here you will have numeric information about:
    • Campaigns - the campaign identification
    • Handled - the number of handled interactions in the context of the campaign
    • Abandoned - the number of abandoned interactions in the context of the campaign. Abandoned interaction are interactions where the customer abandon the call
    • Rejected - the number of handled interactions in the context of the campaign
    • Overflowed - the number of handled interactions in the context of the campaign 
    • Queue Time Expected - the expected time, for an incoming interaction, to be answered by an agent

inbound_wallboard.png

Outbound Campaign

The Outbound Campaign tab displays information regarding your outbound campaigns. In here you have real time information about:

  • interaction dialing - the contacts that are being executed in the existing outbound campaigns.
  • dialed outcome - the result of the call in an inbound campaign. Possible outcomes are:
    • Connected - the call was answered by the contact
    • Invalid Number - the contact number is no longer valid
    • Busy - the contact was busy in another call
    • No answer - the contact did not answer the phone
    • Other - other outcomes, for example, the contact was answered by a voice mail machine.
  • business outcomes - the outcome, business wise, of the contact. 
  • contacts outcome - the outcome of the contact. A contact can be:
    • Done - the contact  was made and there is a business outcome for it
    • Rescheduled - the contact was made but it needs further contact
    • Failed - the contact was tried but there is no valid answer
  • campaign description - in the campaign description area you can see:
    • Campaign - the outbound campaign name
    • Contact List - a menu where you can select a contact list
    • Nuisance Ratio - the nuisance ratio in the selected contact list(s)
    • Handled - the number or contacts handled in the selected contact list(s)
    • Average Waiting Time - the average waiting time until the contact is picked-up

outbound_wallboard.png

Agents

The Agents tab displays information regarding your agents. In here you have real time information about:

  • Name - the agent alias.
  • Logged Time - the amount of time an agent has been logged in his current session.
  • Readiness State - shows if an agent is ready or not ready and for how long.
  • State - the current agent state and the duration of it.
  • Interaction - the media used in the interaction.
  • Campaign - the campaign where the agent is in, during an interaction.
  • Handled - the amount of handled interactions in the agent current session.
  • Average Ringing Time - the average time the agent takes to pick-up an interaction.
  • Average Interaction Time - the average time the agent takes in an interaction.
  • Average Wrapup Time - the average time the agent takes to wrapup an interaction.
  • Listen-In - allows you to listen the agent current interaction. To know more about Listen-In, click here.

Wallboard.png

Also, you have a Filter button where you can filter information for the agent state or by campaign:

agents_filter.png 

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