vBOARD has been designed to operate in the cloud and as an on-premise application and it is installed via Windows and easily connects to a wall-mounted monitor in the call centre. vBOARD can be also be accessed directly via a web browser allowing supervisors to monitor the call centre and if calls are not being dealt with efficiently, then notifications can be sent to make instant remediations.
How Does It Work.
You start by creating a queue for each of your ACD groups and then apply the appropriate DDI number to each queue. By selecting the queues created and choosing the stats that you want to display. You can also include a summary queue which will display the combined statistics for multiple queues.
On each relevant heading the statistic is displayed in its own tile. vBOARD monitors the numbers associated with each queue and updates the on-screen statistics accordingly. A threshold can be applied to each stat and configured to display the tile with an audible sound, linked to the tile.
Each statistic that you choose to monitor can have an alarm threshold and when threshold is broken, the tile will flash according to the colours of your choice. At the top or bottom of the wallboard a LED ticker tape can display the threshold alarm to be easily seen throughout the call centre. Additionally, each tile can also be configured to play a sound, so that agents can be alerted to a potential issue even when they are not looking directly at the wallboard.
Call centres handle calls that arrive into multiple queues and although each queue can be configured to display its own specific stats, vBOARD includes a summary queue which can display the combined stats for multiple queues. Creating a summary queue is easy and you can also choose the stats that you wish to display. The supervisor can also be informed of the overall call centre performance as alarms can also be configured into the summary queue, not just at queue level.
To distinguish between supervisors the layouts can be personalised by selecting the tile heading, font and statistic colours, as well as changing the font sizes and styles as well as changing the flashing tile when a threshold is broken and an alarm is raised.
To broadcast to all agents the ticket tape feature can display both alarams and bespoke messages. As a scrolling LED it is updated for both alarms and new messsages to be broadcast.
vBOARD is designed with a service level stat to ensure your call centre is meeting the expected performance levels, this allows monitoring of the ratio of calls that have been answered and abandoned and if the level you configure is exceeded, an alarm can be raised.