Wallboard

Explanation:

A Wallboard is a large display screen used in call centers to showcase real-time metrics and performance data. It displays key performance indicators (KPIs), such as call volume, average wait time, service levels, agent availability, and other critical data that supervisors, agents, and staff can monitor at a glance.

Best Practices:

• Display Relevant Metrics: Customize the wallboard to display the most important KPIs for your team, such as call volume, response times, or first call resolution rates.
• Update in Real-Time: Ensure that the wallboard is updated in real time to provide accurate and actionable data to agents and supervisors.
• Use Visual Cues: Utilize color coding or graphical elements to highlight critical information, such as high call volume or service level breaches, to alert the team to urgent issues.
• Keep it Simple: Avoid cluttering the wallboard with too much information. Focus on key metrics that support immediate decision-making.

How Daktela Can Help:

Daktela provides customizable wallboards that display real-time performance data for your call center. With real-time monitoring, Daktela's wallboards show metrics such as call volume, agent availability, and service level adherence, helping supervisors and agents stay informed throughout the day. The system allows for dynamic updates, ensuring that data is always up-to-date, and the display can be tailored to show the most relevant information. Daktela's wallboard solution also integrates with real-time reporting tools, giving your team immediate insights into their performance and enabling quick adjustments to improve service delivery.