Purpose and Features:
With this development, chat data has been integrated into the "Wallboard" on the Supervisor screen. Thanks to the added chat data, managers can monitor real-time chat activities and manage operations more effectively by using queue and queue group filters specific to their areas of responsibility.
Features
Chat Data: Chat data has been added to the Wallboard.
Color Coding: Chat data is visually differentiated in green, while call data is shown in blue.
Filtering: You can now filter call and chat data separately through the Wallboard Options.
Compact View: Enables the Wallboard to display more data by reducing the size of the elements.
Benefits:
Real-Time Monitoring: Management can track both chat and call operations in real-time, allowing for quick responses to performance issues.
Visual Differentiation: The use of color-coded call and chat data allows for a better visual interpretation of operational metrics.
Queue and Queue Group-Based Monitoring: By applying queue and queue group filters, the Wallboard enables a more customized monitoring experience.
Compact View: Even on smaller screens, the majority of operational data remains visible.
Usage
To view the newly added chat data:
Go to Home > Supervisor > Dashboard > Wallboard.
The new chat metrics available are:
Active Chats: Displays the total number of currently active chats in the system, regardless of status (chatting, parked, pending, waiting, ringing).
Chats Answered Today: The total number of chats answered within a single day.
Timeout Chats: Chats that were not answered by an agent (i.e., those that rang but were not accepted or rejected).
Chats Parked: The total number of chats currently on hold (parked).
Chats Rejected: The total number of chats rejected by agents.
Use the Queue and Queue Group filters to narrow down the relevant data.
Click the three dots on the Wallboard, and you can remove all call data cards or just specific ones. You can reverse this action at any time.
Click the three dots to remove all or specific chat data cards from the Wallboard. This action can also be undone whenever necessary.
To enable Compact View:
Click the three dots on the Wallboard and activate the Compact View option.
When Compact View is disabled:All data is displayed in its standard format.
When Compact View is enabled: The elements are resized, allowing more data to fit on the screen.
We wish your operation benefits from this new release and look forward to hearing your feedback!