Comstice Wallboard empowers business stakeholders so that they can create, share and update dashboards without any help from IT.
They can create their own dashboards using the built-in performance indicators, filter based on the agents, queues and the skills preferences. They can also lock the settings and share the dashboards with the team members and executives.
Comstice Wallboard has visual, audio, SMS and mobile notification type of alerts when certain thresholds are reached.
Team leaders can also create team messages to broadcast some notifications in the wallboard for different audience.
Team leaders can upload the call volume and average handle time forecasts so we can show the adherence in the wallboard.
This helps team leaders to monitor the agent supply vs the customer service demand and take necessary actions during the day.
Comstice Wallboard monitor individual calls in the queue with caller ID, called number and flags.
Supervisors can route a particular call to an agent or to another destination. Agents can monitor and route the calls to themselves.
Comstice Wallboard Ticker app is a click an run applications that shows selected performance indicators. It doesn't require any installation.
Once launched, it stays on top of any active window on your PC, therefore helps agents to monitor the queue even though when they are working remotely. You can download the Wallboard Ticker from below;
Wallboard mobile app can be used from agents to executives. It helps to monitor call volumes, real-time queue information and agent states. It only updates the data when it is active on phone screen.
Each user is associated with a security profile so that they can only see the information about the agents and the queues they are permitted.
It is licensed based on the number of reported (named) agents. There is no limit on number of concurrent users accessing the data.
You need ICWebService (ICWS) license.
You can do that in the premium version by using RESTFul APIs from third party applications.
Ability to add third party widgets, wallboard ticker, wallboard mobile app, cherry-picking the calls from the queue, configuration provisioning and reskilling, historical dashboards are part of the premium version.
Wallboard is specifically designed for managing and visualising customer experience. It has built-in key performance indicators as widgets, as well as other contact center features out of the box.
It only stores data in the premium version for the historical dashboards. We store and present the data from Wallboard's local database for faster execution.
Yes, you can. It is possible to create profiles to access agent-specific and call volume information.
Yes, you can in the premium version.
Typically we run one hour-long train-the-trainer session for supervisors, and also provide video and pdf content.
Any active directory user can login to Comstice Wallboard and create dashboard based on their permissions. You can create a dashboard and share the permanent link. You can lock the filters so the recipients can only see the data with your filters.