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", each 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.
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 amount of time that it takes for an incoming call to be distributed to an agent.
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.