Custom Wallboard Samples
Having a customized wallboard is essential for any call center to measure KPIs, SLAs and overall team performance — below are real samples of what Mr. VoIP's wallboard customization tool can produce.
Wallboard Layouts
Agent Wallboard
Advanced Wallboard 1
Advanced Wallboard 2
Advanced Wallboard 3
Advanced Wallboard 4
Outbound Wallboard
Real-Time — Calculation / Definitions
The table below indicates the basic real-time monitoring parameters in an ACD dashboard. Fields missing from the stock 3CX dashboard mean call-center performance is otherwise challenging and time-consuming to monitor — the alternative is exporting raw data from 3CX and populating a spreadsheet manually, which isn't an ideal solution.
| Field Name | Display Format | Calculation / Definitions |
|---|---|---|
| Skill Name | Text | Name of the Queue/Skill |
| Calls In Queue | Numeric | Total number of calls in queue |
| Oldest Q Call | [HH:MM:SS] | Total time this call has been in queue |
| Agent Staffed | Numeric | Total agents logged in |
| Staff Available | Numeric | Total agents ready to answer calls |
| Staff on ACD | Numeric | Total agents on a call |
| Offered Calls | Numeric | Total calls offered |
| ACD Calls | Numeric | Total calls answered |
| Service Level | % | Calls answered in SL threshold / (calls offered − abandoned within SL threshold) |
| ACD Calls in SL | Numeric | Total calls answered within threshold |
| Aban Calls | Numeric | Total calls abandoned after reaching queue |
| Aban Calls out of SL | Numeric | Total calls abandoned after a defined number of seconds |
Real-Time Monitoring View (Sample)
| Queue | Calls In Queue | Staff Avail | Staff on ACD | Agent Staffed | Offered | ACD Calls | SL % (70:30) | ACD in SL | Abandoned | Aban. >30s | Avg. Talk | Avg. Handle |
|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Summary | 2 | 2 | 0 | 2 | 4 | 1 | 100% | 3 | 0 | 0 | 12 | 12 |
| Queue / Skill 1 | 1 | 1 | 0 | 1 | 1 | 1 | 100% | 2 | 0 | 0 | 12 | 12 |
| Queue / Skill 2 | 1 | 1 | 0 | 1 | 1 | 1 | 100% | 1 | 0 | 0 | 12 | 12 |
Want this for your call center?
Every Mr. VoIP tool is built around your existing 3CX setup — tell us what you're running and we'll scope it.
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