What is Aloware Wallboard?
Aloware Wallboard is an innovative tool designed to enhance the effectiveness of your team by providing real-time data and metrics. This tool allows you and your team to stay on top of performance targets and maintain efficient operations within your contact center.
By having immediate access to key metrics, everyone in the contact center can work towards improving performance and ensuring smooth workflows.
Here's how Aloware Wallboard can transform your operations:
Stay Updated with Real-Time Data
Aloware Wallboard provides instant access to essential metrics that directly impact your team's success. You can monitor key information such as the
Number of total calls
Number of answered calls
Average Wait Time
Appointment Sets, and more
With real-time analysis of these metrics, you can make informed decisions that boost team performance and productivity.
Comprehensive Contact Center Overview
With the Contact Center Overview feature, you get a full view of your daily communications, including:
Total Calls, Answered Calls, and Missed Calls
Abandoned Calls
Average Talk and Wait Time
Total Occupancy
Appointments Set and Reminders Set
Texts Received and Texts Sent
This holistic overview allows you to analyze trends, identify areas for improvement, and make informed decisions to optimize your contact center operations.
Wallboard Views
Aloware Wallboard offers two distinct views tailored to your preferences: Comfort and Compact.
Comfort View - Provides a comprehensive display of information.
Compact View - Offers a condensed layout for a more concise overview.
Wallboard Status Panel
The Wallboard Status Panel lets you oversee various aspects of your contact center operations, including:
The Monitor section
Provides an overview of key metrics and real-time data.
Displays critical information related to agent performance and call statistics.
Allows you to track the overall performance of your contact center.
Shows the status and details of individual agents.
Enables you to monitor the availability and activities of your agents.
Provides insights into agent performance and workload.
Displays incoming calls that are waiting to be answered by agents.
Allows you to track the number of calls in the queue.
Provides visibility into the call volume and helps manage call distribution.
Shows ongoing calls in real-time.
Allows supervisors and administrators to monitor active calls.
Offers features for call management and support, such as call termination or intervention.
Provides visibility into calls that have been put on hold or parked.
Allows agents to pick up parked calls when available.
Enables efficient call handling and distribution within the contact center.
Agent Monitoring Board
In the Agents Board of the Monitor section, you can find detailed information about each agent, including:
By default, the Wallboard displays the current date.
Search and Filter Functions
Select Ring Group - Displays all agents within the selected ring group.
Select Line - Display all metrics associated with the line.
Search Agent - Allows you to search for specific users or agents to display their status.
Status Field - Displays all agent statuses. You can select a specific status to filter agents with that status.
Monitor Table Columns - Various columns provide detailed information about agents, including:
ID
Agents
Status Tab
Status Duration
Ring Groups
Last Login
Last Status Update
With Aloware Wallboard, you can optimize your contact center's performance, make data-driven decisions, and drive exceptional customer experiences. It's the ultimate tool for streamlining operations and maximizing productivity.