Wallboards
Definition: Wallboards are visual displays used in contact centers to present real-time performance metrics and key performance indicators (KPIs). They provide agents and managers with instant access to information about call volumes, service levels, and other critical metrics.
Features:
- Real-Time Data: Displays up-to-date information on various metrics, such as average handle time, call wait times, and agent performance.
- Customizable Layouts: Allows for the customization of data presentation to highlight specific metrics or trends relevant to the contact center’s goals.
- Visual Indicators: Utilizes charts, graphs, and color-coded indicators to make data easily interpretable at a glance.
Benefits:
- Enhanced Visibility: Provides a clear view of performance metrics and operational status, helping teams to stay informed and focused on key objectives.
- Improved Motivation: Displays performance data in a transparent manner, which can motivate agents by highlighting their achievements and areas for improvement.
- Effective Monitoring: Facilitates real-time monitoring and quick decision-making by presenting critical information in a concise and accessible format.
Considerations:
- Data Accuracy: Ensuring the accuracy and reliability of the data displayed on wallboards is essential for making informed decisions and maintaining operational efficiency.
- Information Overload: Avoids overwhelming agents with excessive information by focusing on key metrics and providing relevant data that supports their roles and responsibilities.
Other Terms:
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