Starter · Part of Workforce Management
Real-time Wallboards
Floor wallboards (or web dashboards) showing live coverage, queue health, adherence, and SLA (Service Level Agreement: a contractual performance target, e.g. answering X% of calls within Y seconds.) per LOB (Line of Business: a distinct client program or queue within an operation.). Supervisors don't refresh five different tools to know what's happening right now.
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.