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.

Prerequisites

Wallboard is only available for call center manager.

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. Yeastar Wallboard drills down into your queue's daily, weekly, or monthly performance, providing an insight into call volumes, response rates, and service level.

You can display call metrics for each queue independently as needed. With a Wallboard displayed on a TV or a dedicated "wallboard", queue agents should be able to understand their performance at a glance. In this way, agents are continuously up to date with service level agreements and daily targets, which increases efficiency and workload output.

Queue call metrics

Queue call metrics displayed on Wallboard are customizable. The following table lists the available metrics widgets on the Wallboard.


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 number of current active calls in the queue.
Available agents	Display the number of agents logged in 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 an agent spends talking to a customer.
SLA	Display the Service Level Agreement (SLA) for the queue.
Total calls	Display the total calls that queue received over a period of time.
Answered calls	Display the total calls that queue answered over a period of time.
Missed calls	Display the total calls that queue missed over a period of time.
Abandoned calls	Display the total calls that has been abandoned over a period of time.
Answered rate	Display the answered rate over a period of time for all calls to the queue.
Missed rate	Display the missed rate over a period of time for all calls to the queue.
Abandoned rate	Display the abandoned rate over a period of time for all calls to the queue.
Max waiting time	Display the maximum call waiting time for all calls answered over a period of time.
Callback	Display the following data of queue callback over a period of time: Total callbacks: Display the total callback requests that are successfully made by callers over a period of time. Failed callbacks: Display the total failed callback attempts over a period of time. Pending callbacks: Display the total callbacks to be performed.