LiveVox Wallboards - What is a call center wallboard?

A wallboard is another word for a dashboard. Wallboards are used in the contact center to showcase real-time information related to the service operation.  

Wallboards and dashboards are visual displays of data and are used to provide at-a-glance information on performance metrics and KPIs. 

There are three types of wallboards: operational, strategic, and analytical. Examples of an operational wallboard would be current call volume rates and call wait time queues. A strategic wallboard presents a combination of operational and analytical data and can be both historical and forward-looking. Analytical wallboards are self-explanatory: they aggregate key data points and extract the most valuable insights to assist in decision making. 

More Wallboard Resources for your Call Center:

Call Center Wallboard Monitoring Software | LiveVox Wallboards

Big screen display. Create a command center on the agent floor with LiveVox’s Wallboards and project your real-time activity on big screens in the office. Go beyond standard contact center reports with Business Intelligence and Performance Analytics.

How to Calculate Hold Time in Call Centers: Dash & Wallboards (livevox.com)

The success of any contact center depends on the kind of software that’s implemented. Wallboards provide managers with the ability to keep track of individual agents or agent teams and stay on top of performance.

Part of the customization of the wallboards is configurable graphs, charts, or grids that display all sorts of data. The greatest perk of this software is that it’s all about choice. You choose how the data is presented to you. You also choose how the information is sorted, whether that’s by color, size, or position relative to the screen.

What’s a Cloud-Based Contact Center? Software & Technology | LiveVox

Unlike legacy contact center software, which agents access from their desk in an onsite location, cloud-based contact center software is accessible anywhere there’s an internet connection. An all-in-one dashboard brings together every application agents need to do their jobs so they can provide seamless service across channels, even switching between them when necessary. Armed with the right information at the right time, agents are empowered to reach resolutions faster and provide more personalized service, which pleases customers.

Solutions – Meet the Demand for Digital – LiveVox

Stay in touch with your customers while they’re mobile by making it convenient to shift Voice conversations to digital. Combine omnichannel interaction history into flexible tickets to create continuous conversations across different channels, incidents, and agent workgroups.

How to Monitor Call Center Performance | LiveVox

Call center analytics let you measure the efficiency of your customer experience, the effectiveness of agent workflows, and provide gap analysis for the entire operation.

And the great news is, you can monitor just about every aspect of your call center!

Like football teams, call centers use “footage” of past games to improve their future strategy. The only real differences are the tools and metrics used to analyze the play.

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About LiveVox

LiveVox (Nasdaq: LVOX) is a next generation contact center platform that powers more than 14 billion omnichannel interactions a year. By seamlessly unifying blended omnichannel communications, CRM, AI, and WEM capabilities, the Company’s technology delivers exceptional agent and customer experiences, while helping to mitigate compliance risk. With 20 years of cloud experience and expertise, LiveVox’s CCaaS 2.0 platform is at the forefront of cloud contact center innovation. The Company has more than 650 global employees and is headquartered in San Francisco, with offices in Atlanta; Columbus; Denver; St. Louis; Medellin, Colombia; and Bangalore, India. To stay up to date with everything LiveVox, follow us at @LiveVox or visit livevox.com.

To stay up to date with everything LiveVox, follow us at @LiveVox, visit www.livevox.com or call one of our specialists at (844) 207-6663.