Teams PowerPack - CX | Wallboard

Teams PowerPack - CX: Wallboard

Teams PowerPack - CX | Wallboard is a valuable informational tool designed for real-time monitoring and management of your Teams PowerPack - CX.

Teams PowerPack - CX | Live Wallboard 

At-a-Glance Teams PowerPack - CX Statistics (Current Day Only):

This section provides a high-level overview of key metrics for the current day, allowing supervisors to quickly assess overall performance. Data for previous days can be retrieved through Reports by Supervisors or Administrators.
  • Service Level Agreement (SLA):
    • Green: Percentage of calls answered within the designated SLA timeframe.
    • Red: Percentage of calls exceeding the SLA timeframe.
  • Callbacks: Number of pending callbacks currently assigned to the team.
  • Connected: Number of calls currently connected to an agent.
  • Active: Total number of calls within the Teams PowerPack - CX including calls:
    • In Menu
    • Hunting (on hold in a queue)
    • Ringing on an agent
    • Connected to an agent

Detailed Call Breakdown:

  • Total Calls: Total number of calls received for the day.
  • Abandoned Calls: Number of calls that ended from the caller's side while in "Hunting" status (no agent ringing).
  • Dropped Calls: Number of calls that connected with an agent but had a call duration of 5 seconds or less.
  • Answered Calls: Number of calls successfully answered by an agent.
  • Missed Calls: Number of calls that rang to an agent but were not answered before the caller hung up.
  • Average Missed Calls: Average number of missed calls.

Call Performance Metrics:

  • Total Talk Time: Total duration of all answered calls displayed in HH:MM:SS format.
  • Longest Hunting Time: Longest time a call spent in the queue before ringing to an agent.
  • Average Talk Time: Average duration of all calls handled by agents.
  • Average Hunting Time: Average time calls spend in the queue before ringing to an agent.

Lower Wallboard Section:

The bottom section of the Wallboard allows supervisors to switch between two views:
  • Call Cards: Provides detailed information on individual calls within the Teams PowerPack - CX.
  • Agent Status: Displays real-time status and activity information for each agent.

BlueSky Contact Center - Agent Status
Teams PowerPack - CX | Agent Status


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