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Call Center Wallboard

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The Call Center Wallboard report provides an expanded view of real-time data for a single Call Center queue. This real-time report is ideal for displaying in a shared location for all call center agents to see.

The Call Center Wallboard displays the following data:

Field Description
Queued The number of calls currently waiting in the Call Center queue.
Waiting The longest wait time for callers in the queue.
Inbound The total number of calls into the Call Center queue for the current day.
Answered The percentage of calls to the queue which were answered by agents in the current day. The total number of calls answered is shown in parentheses.
AVG Queue The average wait time for all calls on the current day.
Bounces Total calls bounced to another queue in the current day.
Abandoned The total number of calls where the caller hung up before the call was answered by an agent.
Overflowed Total calls where an overflow treatment was applied (when the number of calls exceeds the queue size), or where total wait time exceeded queue limits.
Stranded Total calls left in queue when no agents were signed in.
Escaped Total calls where the caller escaped from the queue to either voicemail or an operator.
Staffed The total number of agents currently signed in to the Call Center queue.
A/Unavailable The first number shows the total number of agents with an Available status in the Call Center. The second number shows the total number with an Unavailable status.
Wrap-Up The total number of agents who are currently in Wrap-Up status.
Ready The number of agents currently available for calls.
Talking The number of agents currently on an active call.
AVG Talk Average time spent by all agents on active calls for the current day.
AVG Call Average total call time for Call Center calls for the current day.
Total Talk Time The total time spent by all agents on active calls for the current day.

 

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