Wallboards provide high-level call centre performance data.

These vary from basic dot matrix displays to LCD screens showing graphical information.

Wallboards are designed for all levels of call centre staff to be aware of performance and current conditions.  It allows for both managers and staff to respond quickly to call peaks and breed the right behaviours.

It is possible to display almost any information captured by the ACD MI system.

Typically some of the information displayed is as follows;

• Cumulative calls offered, answered and abandoned
• Percentage calls answered/abandoned
• Percentage service level achieved
• Realtime calls queuing / longest current wait of queuing calls
• Agents available, talking or in wrap-up mode

Wallboards should be available to display the position of all relevant agent groups.