Features
Wallboards
Wallboard overview
The in2tel Wallboard lets you easily access real-time data for all your queues. It provides detailed insights into your queue’s daily, weekly, or monthly performance, offering valuable information on call volumes, response times, and service levels.
You can display call metrics for each queue independently. When the Wallboard is displayed on a TV or dedicated screen, queue agents can quickly assess their performance at a glance. This ensures that agents are continuously updated with service level agreements and daily targets, helping boost efficiency and productivity.
Queue Call Metrics
The queue call metrics displayed on the Wallboard are customisable. The table below lists the available metrics widgets:
| Widget | Description |
|---|---|
| Date & Time | Displays the current date and time of the PBX system. |
| Agents Logged In | Shows the number of agents logged into the queue, as well as the total number of agents. |
| Note: This widget is only available when the Wallboard is displaying statistics for a single queue. | |
| Active Calls | Displays the number of current active calls in the queue. |
| Available Agents | Shows the number of agents logged into the queue who are ready to take a call. |
| Note: This widget is only available when the Wallboard is displaying statistics for a single queue. | |
| Waiting Calls | Displays the number of calls waiting in the queue. |
| Average Waiting Time | Shows the average waiting time for answered queue calls over a specified period. |
| Average Talking Time | Displays the average amount of time an agent spends talking to a customer. |
| SLA | Shows the Service Level Agreement (SLA) for the queue. |
| Note: This widget is only available when the Wallboard is displaying statistics for a single queue. | |
| Total Calls | Displays the total number of calls the queue has received over a specified period. |
| Answered Calls | Shows the total number of calls answered by the queue over a specified period. |
| Missed Calls | Displays the total number of missed calls in the queue over a specified period. |
| Abandoned Calls | Shows the total number of abandoned calls in the queue over a specified period. |
| Answered Rate | Displays the percentage of calls answered over a specified period for the queue. |
| Missed Rate | Shows the percentage of missed calls over a specified period for the queue. |
| Abandon Rate | Displays the percentage of calls abandoned over a specified period for the queue. |
| Max Waiting Time | Shows the maximum waiting time for answered calls over a specified period. |
| Callbacks | Displays queue callback data over a specified period, including: |
| – Total Callbacks: Shows the total number of callback requests successfully made by callers. | |
| – Failed Callbacks: Displays the total number of failed callback attempts. | |
| – Pending Callbacks: Shows the total number of callbacks still pending. |
in2tel Phone System
The in2tel wallboard is just one powerful feature of our comprehensive phone system designed to optimise communication and enhance team performance.
To explore how our full suite of tools can transform your business, visit the phone system product page for more details and discover how we can help streamline your operations today.