Wall Board

Wall Board

Wall Board is a visual display system used in call centers to monitor and communicate real-time performance metrics to agents and supervisors. These
boards are typically large screens or dashboards positioned in common areas of a contact center for easy visibility. They provide a quick, at-a-glance overview of key performance indicators (KPIs) related to customer service operations.

Key Features

  1. Call Volume: The number of incoming or outgoing calls being handled in real-time.
  2. Queue Status: Information about waiting times and the number of customers in the queue
  3. Service Level: Percentage of calls answered within a set timeframe (e.g., 80% of calls answered within 20 seconds).
  4. Agent Availability: Status of agents, such as whether they are on a call, available, or on break.
  5. Average Handle Time (AHT): The average time an agent spends handling a call or interaction
  6. Customer Satisfaction Scores (CSAT): Metrics related to customer feedback, often shown through ratings or surveys.
  7. First Call Resolution (FCR): The percentage of issues resolved on the first customer call
  8. Wait Time: The average time customers spend waiting for an agent.
  9. Agent Performance Metrics: Data about individual agents’ performance, such as calls answered, talk time, etc
Wall-Board

Benefits

  1. Real-Time Performance Monitoring
  2. Increased Accountability
  1. Improved Team Collaboration
  2. Enhanced Operational Efficiency
  1. Performance Motivation
  2. Improved Customer Experience
  1. Better Resource Management
  2. Data-Driven Insights
  1. Customization and Flexibility
  2. Reduced Stress and Anxiety

To learn how our AI powered solutions can help you thrive, write to us:

  1. contactus@agnointel.ai
  2. +91 9551818896