How to Monitor Your Call Centre in Real Time


#1

HOW TO MONITOR YOUR CALL CENTRE IN REAL TIME

The wallboard is a real-time view of call centre activity allowing live queue statistics to be monitored from anywhere.

To access the wallboard navigate to SmartPBX then select Wallboard

In the "Any Callflow" dropdown select the queues or ring groups to be monitored. The following statistics are reported:

Waiting: No of calls currently waiting to be answered
Agents busy: No of calls currently in progress
Answered: No of disconnected calls that were answered
Abandoned: No of disconnected calls that were unanswered
Average Waiting time: Mean time in seconds that callers are waiting before the call is either answered or disconnected
Total Talk time: Total time in seconds of all answered calls
Total: Total number of calls i.e. Answered + Abandoned