Webopedia on Google+Webopedia on TwitterWebopedia on FacebookTech Bytes Blog
Main » TERM » W »

wallboard

A contact center wallboard (also called an enterprise wallboard) is a visual communication tool used to display real time information related to contact center performance. In the contact center a wallboard can be configured to display timely data related to ticketing systems, ERP, Web content, videos and other information.

Accessing Enterprise Wallboards

Wallboard software can be configured to display on the agent's desktop, accessed via the Web on mobile devices or on a large plasma display in the contact center. Wallboard software is typically managed by the IT department working with the contact center manager to ensure the most useful data is being shown at all times.

Wallboard Software Configuration

The data displayed on the wallboard is customized to contact center agents, supervisors or managers. Configuration and display is usually team or group based. For example, a manager's wallboard will display real-time data that is different from the data being shown on the screen to service desk agents. In some cases the wallboard data is color-coded for different agents and contact center teams.

Wallboards are particularly useful to call center service desk agents where a large screen can display the number of calls in the queue, call priority and how long a call has been placed on hold.







TECH RESOURCES FROM OUR PARTNERS
LATEST ARTICLES
SEO Dictionary

From keyword analysis to backlinks and Google search engine algorithm updates, our search engine optimization glossary lists 85 SEO terms you need... Read More »

Slideshow: History of Microsoft Operating Systems

Microsoft Windows is a family of operating systems for personal computers. In this article we look at the history of Microsoft operating... Read More »

Slideshow: Interesting Facts About Google Search

From Goats to Penguins, a server outage and trillions of searches, our slideshow presents interesting facts about Google and the Google.com... Read More »

STUDY GUIDES
Java Basics, Part 1

Java is a high-level programming language. This guide describes the basics of Java, providing an overview of syntax, variables, data types and... Read More »

Java Basics, Part 2

This second Study Guide describes the basics of Java, providing an overview of operators, modifiers and control Structures. Read More »

The 7 Layers of the OSI Model

The Open System Interconnection (OSI) model defines a networking framework to implement protocols in seven layers. Use this handy guide to compare... Read More »

?>