Wallboard
A wallboard is a real-time overview of agent activities and running conversations.
KPI Wallboard | Description | |
Agents On Call | Real-time overview of agents in a call. Allows monitoring the availability of agents and ensuring that sufficient resources are available to handle conversations. | |
Live Inbound | Real-time overview of the number of active, inbound conversations. | |
Live Total | Real-time overview of the total number of active conversations regardless of whether they are inbound or outbound. | |
Agent Talk Time | Overview of the agents’ call duration. Call duration is indicated in minutes. | |