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.