Custom Wallboard Samples
Having a customized wallboard is essential for any call center to be able to measure KPIs, SLAs and the overall team performance. Below are a few samples of how Mr. VoIP’s wallboard customization tool can do this.
Custom Wallboard 1
Custom Wallboard 2
Custom Wallboard 3
Custom Wallboard 4
Custom Wallboard 5
Custom Wallboard 6
Custom Wallboard 7
Custom Wallboard 8
3CX – Real – Time Dashboard
The table below indicates the basic real-time monitoring parameters in a ACD Dashboard.
- The parameters highlighted in Orange are missing from the 3CX dashboard.
- Without these fields, monitoring/measuring the call center’s performance is challenging and time-consuming as the recovery of lost KPIs becomes a tedious process.
- The alternate solution would be to export the raw data from 3CX often, and populate it into an excel template to view the call center’s performance – not an ideal solution.
Or you can use Mr. VoIP’s wallboard customization tool and have the data exported for you with all parameters included.
Real – Time – Calculation / Definitions
| 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 that this call is in queue |
| Agent Staffed | Numeric | Total Agents Logged |
| Staff Available | Numeric | Total Agents ready to answer calls |
| Staff on ACD | Numeric | Total Agents on call |
| Offered Calls | Numeric | Total Calls Offered |
| ACD Calls | Numeric | Total Calls Answered |
| Service Level | % | Calls Answered in SL Threshold / (Calls Offered – Abandoned with in SL Threshold) |
| ACD Calls in SL | Numeric | Total Calls Answered within Threshold |
| Aban Calls | Numeric | Total Calls abandoned after coming to queue |
| ACD Calls in SL | Numeric | Total Calls Answered within Threshold |
| Aban Calls out of SL | Numeric | Total Number of calls abandoned after coming defined Seconds |
Real-Time Monitoring View using Mr. VoIP (Sample)
| Country | Calls In Queue | Staff Avail | Staff on ACD | Agent Staffed | Offered Call | ACD Calls | SL % 70:30 | ACD Calls in SL | Total Abondoned Calls | Abondoned >30 seconds | Avg. Hold | Avg. Talk | Avg. Handle Time |
| Summary | 2 | 2 | 0 | 2 | 4 | 1 | 100% | 3 | 0 | 0 | 12 | 12 | 12 |
| Queue / Skill 1 | 1 | 1 | 0 | 1 | 1 | 1 | 100% | 2 | 0 | 0 | 12 | 12 | 12 |
| Queue / Skill 2 | 1 | 1 | 0 | 1 | 1 | 1 | 100% | 1 | 0 | 0 | 12 | 12 | 12 |