14.1. Introduction to Wallboards

• Natterbox Wallboards are real-time dashboards that enable managers and employees to see the status of call queues in their Contact Center, including how many callers are waiting, agents are available and how long the average wait time is, for example.
• Our new wallboards have read-only options that can be shared with agents as well as team leaders or admins, even if they are working off a chatter free license.
• With our current wallboards you can also change the availability state of any agents that are working off the queue, listen in (setup and configuration dependent) and get real time stats for the hour, day or week.
  
• What’s important to note is that Wallboards primarily look at call queues and are not aware of everything else happening in the business so a discrepancy between call reports and the wallboards is to be expected.
• For information on how the metrics on the wallboards translate to a call report, please refer to the Wallboards and the Natterbox Call Reporting Object section.

Video tutorial

Here is a video guide on wallboards 2.0...

Top Tips

Note: please read the whole wallboard chapter to understand how to manage our wallboard fully.

• Queue list component
  • Dial attempts only goes up AFTER the agent’s phone has stopped ringing
  • Because of the above, when a call connects on the first attempt, dial attempt = 0 (some might think it would be 1).
• Queue tracking component
  • Abandoned calls are calls where the caller hung up and also where the caller requested a callback
  • Caller exited queue is when a caller presses a key to leave the queue.
  • Total calls will go up after a callback attempt