Wallboard

The Wallboard gives a good overview of one or more queues. Perfect to have on a display so that everyone can quickly see if there is a long queue or a rush of calls and several people need to log in to take calls.

In the first part, we'll go through what's displayed in the wallboard and then we'll go through how to set it up, see Create a Wallboard.

The different parts of the Wallboard

The name and extension of the queue is shown in the header, which allows you to distinguish between the different queues.

The three circles depict the current situation.

• The first circle Calls in queue shows how many calls are currently in the queue, including calls in progress until they are answered. The colour varies as follows:
  • Green if there are less than 5 calls
  • Yellow between 5 and 9 calls 
  • Red if there are 10 or more calls
• The second circle Average waiting time shows the average waiting time for callers currently in the queue. The colour varies as follows:  
  • Green if the time is within the service level of the queue
  • Yellow if it is above the service level
  • Red if it is more than twice the service level time
• The third circle Maximum waiting time shows how long the person with the longest wait in the queue has had to wait at the moment. The colour varies as follows:
  • Green if the time is within the service level for the queue
  • Yellow if it is above the service level
  • Red if it is more than twice the service level

The rest of the queue view is made up of 4 parts whose position and visibility can be adjusted as desired. They contain the following data.

1 - Today

• Total number of calls: how many calls have come into the queue today
• Missed calls: indicates how many calls have been missed today. Missed calls are both calls where the calling party has hung up before the call was answered and calls that have been transferred due to group settings, e.g. no answer within a certain time
• Average waiting time today: how long has the average waiting time in the queue been today
• Maximum waiting time today: how long has the maximum waiting time in the queue been today

2 - Agent overview

• Number of agents: how many agents are in the queue
• Available agents: how many agents in the queue are available for calls
• Busy agents: how many agents in the queue are busy for calls
• Paused agents: how many agents in the queue are paused

3 - SLA

The times here depend on the group's set service level

• Waiting time < 00:30: the number of calls to the queue answered or hung up within the service level time.
• Waiting time 00:30 - 01:00: Number of calls to the queue answered or hung up after the service level time but before the service level time x 2.
• Waiting time > 01:00: Number of calls to the queue answered or hung up after the group service level time x 2.
• SLA: Percentage of calls in the group answered or hung up within the group service level time

4 - Agents & Calls in queue

• The agents in the queue are listed with a colour indicating their status in the queue
  • Green: available
  • Yellow: has a queue call ringing
  • Red: busy in a call
  • Grey: paused
• Answered/Missed shows how many calls to the queue each agent has answered or missed. An abandoned call or a call not answered within the agent timeout period, will be missed for each agent to who the call was presented to. When a call is not answered within the agent timeout period and starts ringing again on the agent the same call may be missed multiple times by one or more agents.
• Call duration, ongoing/today shows how long the current call to the queue has been going on respectively how long the agent has been on a queue call during the day. If the agent is red but missing time on the call, it is a call that did not come in to the queue, e.g. direct or outgoing.
• Calls in queue shows which calls are currently in queue and how long they have been waiting in queue. The colour corresponds to the SLA.

Create a Wallboard

To create a queue monitor, go to Company -> PBX -> Queue miscellaneous -> Wallboard and click Create new.

Then choose which queues you want to include in your queue monitor and whether it should switch between different queues or display several at the same time.

Here are some tips on how to set it up:

• If you are using the queue monitor on a TV, it is usually more pleasing to the eye to use the "dark" theme colour
• If you display one queue at a time and have many agents, we recommend displaying the agents on the right
• If you have several queues displayed at the same time:
  • Avoid showing all the elements for each queue, think about what is most important for each queue
  • Split into multiple columns to use the full width of the screen you are using
  • An alternative to adding all queues is to use a Summary that exists for both queues and agents. They show overall information about multiple queues or agents together