Get a live picture of what’s going on in your call center.

Monika Machová avatar
Written by Monika Machová
Updated over a week ago

Here's an overview of our wallboards feature and the metrics included.

User Level:

  • Admin

Wallboards Summary

CloudTalk’s wallboard displays a clear overview of different information related to your cloud call center on LCD screens in real-time. You can modify what information is displayed based on your current needs.

For example, when you decide to display the results of your most productive agents, you will motivate other teammates to work on their performance. Sharing individual and group statistics demonstrably strengthens team collaboration. With wallboard, you can make better data-driven decisions which will ultimately result in improved customer satisfaction.

You can access Wallboards through your CloudTalk Dashboard. Simply click on Statistics > Wallboards.

Pro tip: Wallboards can be customized and configured to meet your requirements. With the right data in hand, managers will have instant access to key factors which can help them to make more informed decisions in real-time.

Metrics Displayed

After accessing Wallboards, you can configure what metrics you want to see. You can display the current situation or the situation over last 5, 15, 30, or 60 minutes.

Each metric also shows the extent to which your pre-defined target values are being met.

Most Common Call Center Metrics

  • Average wait times: Displays average speed to answer time in minutes

  • Average abandonment call rate: Displays total number of calls abandoned before the caller is connected to the agent

  • Maximum wait time: Displays the longest wait time in minutes

  • Number of callers on hold: Displays the number of callers currently waiting to be connected to a live agent

  • Service level: Displays the percentage of incoming calls answered below your designated threshold. You can choose to display this information in numbers or in a graph.

  • Number of inbound calls

  • Agents: Displays actions taken by selected agents – the name of the agent, number of answered calls, current call duration

  • Call queue statistics: Displays key metrics of selected call queues – name of the call queue, number of callers currently on hold, average wait time, average abandonment call rate in the queue

  • Call queue calls: Displays current call data by selected call queues – the name of the group, number of answered calls, number of active calls, number of live agents.

If you need further assistance or have any questions, you can always contact our Support team. We are always here to help you!

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