Understanding the Yeastar Wallboard: Call Centre KPIs at a Glance
Published:
Overview
The Wallboard shows real-time call centre performance. It is typically displayed on a large screen so supervisors and agents can monitor performance at a glance.
Wallboard Metrics
| Metric | What it shows |
|---|---|
| Waiting Calls | Callers currently waiting in the queue |
| Answered Calls | Total calls answered today |
| Missed Calls | Calls that rang but were not answered |
| Abandoned Calls | Callers who hung up while waiting |
| Average Wait Time | Average time callers wait before being answered |
| Average Talk Time | Average call duration once answered |
| SLA % | Percentage of calls answered within the target time |
| Agents Logged In | Agents currently active in the queue |
Key Notes
| Item | Details |
|---|---|
| Plan | Enterprise and Ultimate plans |
| Displayed metrics | Chosen by your administrator |
| SLA threshold | Target time and alerts set by your administrator |
| Updates | Real time |
