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ACD Wallboards/Graphs...
Wallboards/Tiles
The ACD wallboard may be customized based on what the user needs to monitor. Below is an example of a wallboard showing all agents. Again, the information shown is based on what the user wants and items can be added or deleted. The view below gives an overall activity report of agents logged in, out, on a call, in wrap up or idle. It also gives call statistics such as duration, number of calls and so forth. If an ACD alarm has been set, the corresponding tile will flash and change color to alert the user.
The wallboard may also be shown for a particular group, single agent or queue. The groups and queues are listed in the left hand tree menu along with their station (extension) number and/or trunk number. You may either click on the group or queue as a whole or singularly choose an agent or trunk. In the example above, a particular group (Sales) is highlighted and the wallboard is the information that corresponds with that particular group.
ACD Agent Graphs
Different information can be displayed regarding an agents activities. Three basic formats are available. They are Agent Lists (see ACD Page), Agent Wallboards and Agent Graphs. To view an agent (or a group) in wallboard or graph style, the user can select the agent from the list view or can select the agent from the tree and select the desired view from the Display icon on the top right of the title bar.
You may also highlight a particular agent and drag and drop them in the section titled My Agents. From here, you may select them to view their particular call activity (this is located at the top of the tree menu under the title ACD).
Got questions, check out our Common ACD Questions page or the Feature Comparison List of the three current CALLManager versions available.
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