Queue Analytics Wallboards

See the problem while it is happening

Reports tell you what happened last week. A wallboard tells you what is happening now – that six people are waiting, the longest for four minutes, and two agents are still at lunch. With that in front of them, a supervisor can pull someone off other work before callers start hanging up.

What you can watch

• Call volume – calls entering the queue over time.
• Wait time – current and average time callers spend in the queue.
• Abandonment rate – the share of callers who hang up before an agent answers.
• Service level – the share answered within your target, for example 30 seconds.
• Agent status and utilization – who is available, on a call or away, and how busy each person is.

Boards and cards

Each board is made of cards, and each card shows one kind of data in the way that fits it best: a gauge, a line chart, a single big number, a table, a grid, a note or even an embedded web page. Cards can have alerts – a threshold that changes the color or triggers a browser notification when, say, more than five callers are waiting. Boards can be copied, shared with others, marked as favorites and shown full-screen on a wall TV.

Supervisors open Queue Analytics from the applications menu of the portal. It can also be enabled for regular users with a limited, real-time-only view – for example so agents see the queue they are in. A queue wait timer and caller details show exactly who is waiting.

We build your first boards with you, so the numbers on the wall are the ones your team acts on.