Wallboard
Was ist Wallboard?
Dieser Eintrag liegt derzeit nur auf Englisch vor.
A wallboard is a real-time dashboard — often displayed on a large screen visible to an entire contact-center floor — showing live operational metrics like calls waiting, longest wait time, agents available versus on a call, and service-level attainment. Its purpose is shared situational awareness: agents and supervisors can see at a glance whether the queue is under control without opening a separate reporting tool.
More detail
A worked example: a support queue's calls-waiting tile climbs past the SLA target and flips from green to red, and the wallboard raises an alert banner across the floor. The supervisor pulls two agents from a quieter queue to absorb the backlog, without anyone running a report or refreshing a page to discover the problem.
A wallboard is narrower than a supervisor analytics dashboard: the wallboard is a simplified, glanceable, real-time display for a whole floor at once, where the analytics dashboard supports deeper historical reporting and drill-down. On Orbit, the Voice → Wallboard surface ships per-queue live figures (calls waiting, average wait, service level against the SLA target, agents available, longest wait) plus SLA-warning banners and a top-performers leaderboard, and the cross-channel Wallboard page fuses message-level tiles with a live voice-operations band — built for a TV mount, with caller numbers masked by default.
Wallboards commonly use color-coded thresholds (green, yellow, red) so a queue backing up beyond a target wait time is visible from across the room, not just in a detailed report, and modern wallboards are configurable per team or queue so a supervisor shows the metrics that matter for that floor rather than every available statistic at once.
Häufige Fragen
- What metrics does a typical contact center wallboard show?
- Common metrics include calls waiting, longest current wait time, agents available versus on a call or in wrap-up, and live service-level attainment against a target, often with color-coded alerts when a threshold is crossed.
- Is a wallboard the same as a supervisor's reporting dashboard?
- They're related but serve different purposes — a wallboard is a simplified, glanceable, real-time display meant for a whole floor to see at once, while a supervisor's dashboard typically supports deeper historical reporting and drill-down analysis.
See also
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