Wallboard – Monitoring and Action Center

The Wallboard is a powerful extension of the Spechy Dashboard, offering advanced monitoring capabilities for agents’ call activities, along with the added functionality of taking direct actions from the same interface. It is designed to streamline communication management and enhance agent productivity. Within the Wallboard, you can find a set of Widgets that provide real-time insights into various communication metrics.

1. Today WhatsApp, Today Chat, Today Facebook:

These widgets offer an overview of the total number of conversations that have taken place on WhatsApp, Chat, and Facebook platforms on the current day. Monitoring these channels allows you to identify trends and adjust your communication strategies accordingly.

2. Today Inbound Calls and Today Outbound Calls:

These widgets track the number of incoming and outgoing calls made by your agents on the current day. Understanding call volumes can help optimize agent scheduling and improve overall call center efficiency.

3. Today Tickets:

This widget displays the count of support tickets or inquiries received on the current day. Keeping an eye on ticket volumes allows your support team to prioritize and resolve customer issues promptly.

Analytics:

The Wallboard also provides access to comprehensive analytics, enabling you to delve deeper into the data for informed decision-making. You can view insights related to agents, inbound calls, social media analytics, and agent analytics.

Agents:

The Agents analytics section allows you to evaluate the performance of individual agents, including metrics such as call duration, response time, and customer satisfaction ratings. This helps identify top-performing agents and areas for improvement.

Inbound Calls:

This analytics section focuses on inbound call data, providing details about call traffic, peak hours, and caller demographics. Understanding these patterns aids in optimizing resource allocation for handling incoming calls.

Social Media Analytics:

For businesses with a social media presence, this analytics section tracks engagement, sentiment analysis, and response rates across various social media platforms. It helps gauge the effectiveness of your social media communication strategies.

Agent Analytics:

The Agent Analytics widget offers a comprehensive overview of agent performance metrics, including call handling efficiency, call resolution rates, and average call durations. This data empowers you to optimize agent training and workflows.

Calls:

The Calls section on the Wallboard allows you to monitor call-related metrics in real-time, ensuring efficient call center operations.

In Queue and In Call:

These widgets show the number of callers currently waiting in the queue and the number of ongoing active calls. Monitoring these metrics ensures that you can manage call traffic effectively and minimize waiting times.

Outbound Calls and Phone IVR:

These widgets track the number of outgoing calls made by agents and the performance of the Interactive Voice Response (IVR) system. This data helps measure the success of outbound calling campaigns and IVR efficiency.

In summary, the Wallboard provides a comprehensive and actionable interface for monitoring agent call activities and other crucial communication metrics. Its real-time insights and direct action capabilities empower you to make data-driven decisions and optimize communication management for enhanced customer satisfaction.