Efficiency and visibility are critical in managing a contact center. Ensuring smooth operations requires tools that offer a clear view of ongoing activities and quick actions. Enter Aloware’s Wallboard – an essential tool for optimizing communication strategies. In this guide, we’ll walk you through its features and benefits.
What is the Wallboard?
The Wallboard is your cockpit in the expansive skies of your contact center operations. By providing a 10,000 ft overhead view of what’s happening in real-time, it ensures you’re always in control. Accessing it is straightforward: once you’re logged into Aloware and in the admin interface, simply click on “Wallboard” on the left-hand side of the platform.
Key Features:
- Contact Center Overview
This section showcases a comprehensive snapshot of your contact center’s daily metrics. Know the total calls made, answered calls, missed calls, abandoned calls, and more. This high-level view ensures you always have a pulse on your contact center’s heartbeat. - Users by Status
With a list of all agents (54 in this demo) and their current statuses, you can effectively manage resources. Whether agents are available, busy, on break, or offline, the Wallboard keeps you informed. Plus, it will automatically update the status of agents during or after a call. - Queue Monitoring
Keep an eye on calls waiting in the queue. This feature ensures that no customer is left unattended, helping you allocate resources where needed most. - Live Call Monitoring
Gain real-time insights into active calls within your contact center. View critical details such as numbers, ring groups, durations, contact information, and tags associated with a call. From a managerial perspective, this is invaluable. - Operational Controls
- Barging: Turn a two-way call into a three-way call, allowing managers to intervene when necessary.
- Whisper: Coach your agents in real-time without the end-contact being aware. It’s an invaluable feature for quality assurance and on-the-job training.
- Call Termination: End calls with a single click when required.
- Park Call Monitoring
View and manage calls that are parked and ready to be picked up, ensuring seamless transitions and minimized wait times for customers.
Benefits of Using Aloware’s Wallboard:
- Enhanced Visibility: Always know what’s happening, from agent status to live call details.
- Resource Management: Allocate resources effectively based on real-time data.
- Quality Assurance: Use live call monitoring features to ensure the highest standards are maintained.
- Immediate Action: With operational controls like barging and whisper, managers can intervene instantly when needed.
Conclusion
In the competitive world of contact centers, having a bird’s-eye view and control over operations can be a game-changer. Aloware’s Wallboard is that invaluable tool ensuring you remain a step ahead, optimize communication strategies, and deliver top-notch service. Dive in today and witness the transformation it brings to your contact center operations!
