Wallboard

The Wallboard serves to monitor the operator activity in the mluvii application in real time. You can choose the monitoring metrics on your own. The Wallboard function is especially appreciated for managing a larger call center.

Create a new wallboard

To create a new wallboard, click the “Manage” button below the table. Click on the green “New Wallboard +” button on the right, name the wallboard and set the individual data.

A number of rows in the wallboard can be set on the page, thus number of variables appearing on one page (1 to 4). The total number of variables set is not limited, the wallboard may have multiple pages. The switching frequency between them can be set in the box Speed of page rotation (measured in seconds).

Most metrics can be tracked for the following channels: chat, AV, email and phone. An exception is, for example, the number of logged in operators.

Information that can be viewed:


  • Logged in operators

  • Operators in the state - Online, Away, Filling in of Feedback Form (ACW), in active session.

  • Running sessions - at the level of the configuration widgets or individual channel (Chat, AV and Phone).*

  • Ended sessions - for a certain period of time or individual channel (Chat, AV and Phone).*

  • Average session time (seconds) - for a certain period of time or individual channel (Chat, AV and Phone).*.

  • SLA in % - i.e. accepting clients in a given time slot for a certain time or individual channel (Chat, AV and Phone).*

  • Clients in the queue - at the configuration widgets or individual channel (Chat, AV and Phone).*

  • The longest wait time - for a certain period of time or individual channel (Chat, AV and Phone).*

  • Session ended with option (operator) - i.e. with a certain result of the session for a certain period of time. The metric can be tracked at the level of configuration widgets or channel (Chat, AV and Phone).*

  • Average session score (client) - for a certain period of time. The metric can be tracked at the level of configuration widgets or channel (Chat, AV and Phone).*

  • Average queue wait time - for a certain period of time. The metric can be tracked at the level of configuration widgets or channel (Chat, AV and Phone).*

  • Abandon rate - for a certain period of time. The metric can be used for Phone channel.

  • Average handle time - for a certain period of time. The metric can be used for Phone channel.

  • Email SLA in % - for a specific period of time for a specific mailbox(es)

  • Emails after SLA - for a specific period of time for a specific mailbox(es)

  • Emails with < 1h to SLA - for a specific period of time for a specific mailbox(es)

By pressing () you can start the transfer.

  • Campaign calls are also included in the phone channel.

Tip: The button () on each edge of the line is used to adjust individual wallboards.

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