Table of Contents
What is Wallboard?
Aloware Wallboard displays actual metrics information calculated daily for monitoring, management, and optimization, where everyone is able to see and work towards targets.
It gives real-time data to the team such as
Number of total calls
Number of answered calls
Average Wait Time
Appointment Sets, etc
Monitor actual use statuses
What is a Contact Center Overview?
Contact Center Overview displays the real-time results of every communication type on a daily basis.
Total Calls, Answered Calls, Missed Calls, Abandoned Calls
Total Average Talk and Wait Time
Total Appointment and Reminders Set
Total Text (SMS) Sent and Received
Total Email Sent and Received
Total Faxes Sent and Received
What are Users by Status?
Admins can monitor and modify actual users' statuses in this section. Read more about Agent Statuses.
How to Modify User Status
When Admins notice a critically low number of available agents, admins can modify their statuses:
Go to Wallboard Menu, under Users by Status table, search for User you want to change the status
Click on the Agent Status button; select a status. The user's status will change to the new status.
What is Queued Monitoring?
Aloware Queued Monitoring section displays all incoming calls on-queue.
When a user receives more calls than he can answer, calls are placed in a waiting queue until an agent becomes available. An agent can pick up the call from Queued Monitoring section, and the call will dispatch.
What is Live Call Monitoring?
All users can track the actual live calls in the Live Call Monitoring section where Admin and users (depends on access) can do other call actions without the contact's knowing:
Terminate - Admin can terminate the live call if needed
Call Barge - Admin can barge-in the call if needed
Call Whisper - Admin can whisper in the agent's call for coaching or support
Once a user barges in or whispers in a call, their status will change to Sentry Mode.
Read more about Sentry Mode.
What is Parked Call Monitoring?
All users can see Parked calls on the Wallboard and allow agents (those who have access) to pick up an active call after an agent puts the call on hold, or "park" the call. Read more about Call Parking.