Starter · Part of Workforce Management

Real-time Wallboards

sub-spec 23F

Available

Floor wallboards (or web dashboards) showing live coverage, queue health, adherence, and SLA per LOB. Supervisors don't refresh five different tools to know what's happening right now.

Real-time wallboard — live agent state rollup across the floor with adherence rate, productive vs. non-productive split, and per-agent state feed updating via SSE.

For the operator

Wallboard views are configured per LOB or site and display live: agents scheduled vs. on-floor, queue depth and answer rate from the CCaaS feed, real-time adherence, and SLA attainment for the rolling interval. Supervisors mount them on TVs above the floor or pull the same view in a browser tab — same data, no refresh-five-tabs choreography. Threshold breaches highlight in colour the moment they cross, so the room sees the problem at the same time the supervisor does.

Business impact

Real-time visibility on the floor accelerates intervention by the only metric that matters: minutes-to-corrective-action when an SLA is sliding. Compressing that from "end of shift" to "now" measurably reduces credit-eligible breaches and the retention-damaging client conversations that follow them. The wallboard is also a soft retention tool — agents see their work attributed to a client outcome live, which pulls discretionary effort up without adding a line of incentive cost.

Shift bidding with priority rules + availability + blackout requests

Multi-Site and WFH

Request Early Access