Multi-vendor Contact Center Wallboard and Dashboards
Real-time and Historical Data visualization for Amazon Connect, Cisco and Avaya Contact Centers.
On-premise or in the cloud.
Easy to Create Boards
Create Your Own Dashboards
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.
Notifications
Visual, Audio and Mobile Alerts
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.
Real-Time Adherence
Forecast vs Real-Time Traffic
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.
Cherry-Pick Calls From Q
Monitor and manually route individual calls in Queue
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.
Desktop Ticker App
Click and Run Desktop App
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
Monitor Contact Center Anywhere, Anytime
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.
Why Comstice Wallboard?
Uniquely designed for contact center environment. Built on industry best practice, integrates seamlessly with your contact center technology
Fast go-live with our out-of-the-box performance indicators. No specific hardware required. You can run it in the cloud or on-premise.
Integration with Third Party Platforms. Ability to present data from third party applications such as CRM and Chat applications.
Business Impact
Agent
I can access to the realtime and historical data from web, mobile app and desktop, get alerted when thresholds are reached.I can also monitor the individual calls in the queue and cherry-pick the calls if they have priority. Wallboard Ticker app helps me to monitor the queue, sitting on top of any active window on my PC.
Team Leader
I can create dashboards myself and share with the others. I can cherry-pick the calls from queues, automate team alerts with thresholds. My team has a better visibility even when they are working remotely and I can monitor the queue and agent states from wallboard mobile app.
BI Experts
I can easily create new dashboards for the real time and historical data without IT involvement and share with the stakeholders. This helps to respond to business needs much quicker. We can also drill down to historical data easily through the charts and find the root cause of the peaks.
Executive
Executive dashboards provide an overview of the daily performance, the gap between the forecast and actual call volumes and other executive KPIs. I can also access to the realtime data using Comstice Wallboard mobile app. I also get notified about any peaks or resource shortages via SMS and mobile notifications.
IT Department
Comstice Wallboard Server rollout is straightforward with the pre-built virtual server on a Linux OS. NoSQL based database requires minimal admin by IT. Wallboard Ticker app is a click and run desktop app which does not require any installation to the PCs. Users can create their own dashboards without IT involved eliminates any ongoing extra work on us.
End Customer
I rarely wait in the queue or experience any issues since customer service teams can easily get alerted in any busy times or technical issues so they can act much faster.
Multi-Vendor Support
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Amazon Connect
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Avaya Aura and Oceana
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Genesys PureConnect and PureEngage
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Cisco UCCE and UCCX
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Amazon Connect Contact Center Wallboard
Comstice Wallboard integrates with Amazon Connect via Kinesis for data streams as well as real-time APIs. It can also be integrated with third party platforms easily as well as any databases. You can run Comstice Wallboard server in AWS or in your network.
Learn more -
Avaya Contact Center Wallboard
Comstice Wallboard integrates with Avaya Aura via CMS and Avaya Oceana for real-time and historical data visualization. Wallboard utilizes Avaya CMS RTA and RTSocket real-time data feed, combining with the historical data from CMS DB.
Learn more -
Cisco UCCE and UCCX Contact Center Wallboard
Comstice Wallboard integrates with Cisco UCCE, PCCE and UCCX for real-time and historical reports. Wallboard integrates with UCCX and UCCE databases for the real-time and the historical data as well as making a direct socket connection to CTI processes to listen to real-time events
FAQ
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What is the license model for Comstice Wallboard?
Comstice Wallboard is licensed based on the number of reported (named) agents. You can pick and choose the agents you would like to report. There is no limit on number of concurrent users or sessions for accessing the data.
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Do I need additional licenses to use Comstice Wallboard?
Avaya wallboards will require additional license for the real-time data feed. Cisco and Amazon Connect do not need additional licenses.
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Can we create our own widgets?
You can do that in the premium version by using RESTFul APIs from third party applications.
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Which features are part of the premium version?
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.
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Why should I use Comstice Wallboard instead of generic BI tools?
Comstice Wallboard is specifically designed for managing and visualising data for contact centers. It has built-in key performance indicators as widgets, as well as other contact center monitoring features out of the box.
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Does Comstice Wallboard store any data?
Comstice Wallboard 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.
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Can we control the level of access that my team members and supervisors have?
Yes, you can. It is possible to create profiles to access agent-specific and call volume information.
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Can I change agent skills / settings?
Yes, you can in the premium version.
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How long does it take to train an agent or supervisor on Wallboard features?
Typically, we run one hour-long train-the-trainer session for supervisors, and also provide video and pdf content.
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How easy is it to share a dashboard with a stakeholder who is not set up as an agent?
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.
