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Wallboard is an application that displays statistical information on VDNs,
skills or splits and agents in a marquee window.
Installed on agent PCs, the scroll bar of information allows agents to
closely track their personal work performance and the performance of their
work group (skill or split).
In addition to displaying statistics for short intervals (up to one hour),
Wallboard can display statistics for shifts (any length of time between one
and 24 hours).
Statistical information is sent to Wallboard from the
Interaction Data Server - Voice and Presence, which monitors VDNs, splits, skills and agent
extensions, and then calculates statistics about all facets of a call.
You can use
Wallboard as an Agent
extension or a standalone application, and you can control many aspects of
the way it looks and behaves.
Agent Extension
Standalone Application
Marquee information can include:
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The number of calls waiting to be answered for a particular VDN or split/skill
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The length of time the first call in the queue has been waiting
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The average length of time callers to a particular VDN or split/skill are waiting before their call is answered
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The number of calls to a particular VDN or split/skill that have been abandoned
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The average length of time callers to a particular VDN or split/skill are waiting before abandoning their calls
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The average length of time agents logged into the skill or split are talking to callers
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The skill or split groups an agent is logged into
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The number of calls an agent takes per hour
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The average length of time an agent spends on a call
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The average length of time the agent spends in After Call Work mode
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The average length of time the agent spends in Auxiliary mode
Wallboard Configuration
Wallboard's configuration allows you to
customize the wallboard's layout (size, text color, background color, scroll
direction and speed, the text that prefaces statistics), as well as the
wallboard's behavior if certain thresholds are exceeded (whether the
scrolling stops, changes direction, or the text starts to blink).
Thresholds
Wallboard also features threshold functionality. If you have a few
parameters you consider extremely important (for example, service levels
or the number of calls waiting) and you want any exceptional statistics
to jump out, you can apply a threshold to them. A threshold contains one
or more alert values that, when reached, force Wallboard to appear and
behave in a different manner from the default properties.
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