What this is for
Who is waiting, for what, and how long? The real-time dashboard shows the situation while something can still be done about it.
Agent status and presence, waiting and connected calls, running chats and emails in progress — as a table, gauge or chart.
The difference
You see bottlenecks before they form. And afterwards you can show what happened.
Without
That availability collapsed on Tuesday morning shows up in the monthly report.
With
The threshold turns red while the queue is still growing.
What the module does
Wallboard
Queues and metrics for the whole service room.
By audience
Team leader, desktop and wallboard each show something different.
Thresholds
Limits change colour before anyone reads a number.
Your own metrics
Your own figures alongside the standard ones.
Where it sits in the flow
- ArrivalCall, chat, email, fax
- RecogniseRead request and data
- DecideSettle or hand over
- HandleAn agent takes over
- ReviewTrace and plan
Technical details
- Display
- Table, gauge, chart
- Audiences
- Wallboard, management, desktop
- Refresh
- Continuous
- Configuration
- Graphical designer
