Exploring Widgets and Metrics

With the aim of adding value to the business, the Wallboard for Business is designed to implement different metrics/KPIs of interest, not only corresponding to the voice channel but also to the rest of the digital channels that are incorporated into the software.

Among them, we can list the following to date:

Agents on call (OnCall)

Agents on pause (OnPause)

Agents Ready (Ready)

Number of Answered Calls

Number of Offered Calls

Number of Unanswered Calls

Number of Waiting Calls

Agent Lists and Statuses

Call Lists and Statuses

Campaign Lists and Statuses

SLA Charts

% Answered Calls

% Unanswered Calls

% SLA

Maximum Wait Time

Number of Incoming Conversations (Whatsapp Business)

Number of Outgoing Conversations (Whatsapp Business)

Number of New Contacts (Whatsapp Business)

others

By clicking on the "View" button in the Widget options, it is now possible to access the view and view the configured metrics:

The bottom bar of the view will offer the user to take control of the real-time dashboard, with a few actions available in the version:

Pause (to view metrics on a specific page)

Refresh (to take new widgets or recently added pages)

Edit (to re-configure the dashboard)

Toggle between background colors

Connect/Disconnect wallboard