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Call Centre Wallboards are used to analyse business call data in a single dashboard view. A range of graphs, charts, reports and alerts are configured within an online portal to help team leaders and management review call flows, agent call handling and ensure that Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) are met at all times.
Business data from multiple channels can be brought into the Wallboard interface including email live chat, social media, messenger and other communication media. Calls are only a part of how customers choose to interact with a company and this means that the typical phone system wallboard with a report on calls is a thing of the past.
Calls made through a phone system or a traditional PBX with SIP can be seen in real-time using a direct integration to push or pull files which include CDRs (Call Data Records). These call records are captured the moment a call is made or received, with additional tags into the system to highlight the data, time, callers number, called number, time in queue, time to answer and call outcome... to name a few.
Accurate analytics and flexible reporting on business calls, service channels and agent handling.
Calls, Emails and Message notifications are presented to agents in a single online view.
Configure wallboard views that show call response times, queue lengths, call durations, plus more, in real-time.
View the wallboard data in a range of custom reports. Display the data online or export files in excel.
Easily review historical data and filter records by date, time, agents. Audit daily, weekly and monthly reports.
Review your contact centre agents. Wallboard views give a snapshot of team performance.
Stand out from your competitors and improve business with valuable data on sales, customer service & support.
Busy Lamp Fields are used to show the availability of agents, highlighting their activity and performance.
Unit 2/3 Kingfisher House
New Mill Road
Kent BR5 3QG