Wallboard solutions enable you to monitor your contact center activity and performance in real-time displaying calling stats, KPI info and goals against actuals. Depending on the dashboard’s purpose it may contain calls waiting, average waiting time, calls answered/dropped/abandoned, longest/average waiting time, abandon rate and lots of other indicators.
Wallboard is also an excellent way to communicate with your contact center staff – supervisors may push text messages to inform agents about important events and changes.
Most of wallboards/dashboards for Cisco UCCX / UCCE are developed by 3rd party software vendors, most of them are Cisco Solution partners.
So here is the list…
1. 2Ring DASHBOARDS & WALLBOARDS is a solution for calculating & displaying real-time data in contact centers. For every team, create a unique layout with KPIs based on contact center, ERP or ticketing system data, pictures, message tickers / marquees, youtube videos, flash and web content, and even PowerPoint slides.
2. Comstice has a great Wallboard. It shows real time stats and has different views to show: box view/ agent states/ dashboard view/ team view. And, it offers Team Voicemail.
3. Inova Contact Center Digital Signage delivers key performance metrics and important business information, along with rich, multimedia content on crystal-clear, high-definition monitors that keep your team motivated, informed and empowered to better serve your customers.
Call data awareness = agent empowerment = higher customer sat
4. Atea Systems UCCX Agent State Wallboard (UAW) allows organizations to concurrently display many different views of customer configured real time data for UCCX queues and agents on any browser capable device.
Easy config, many different views!
5. ccInfo is a powerful wallboard application for customer contact centers to visually aid supervisors and agents with real-time statistics on call traffic and handling.
6. Tenox Wallboard – free Wallboard for Cisco Unified Contact Center Express (UCCX/CCX).
It's a small .exe, is simple to set up, and can work with the old Windows platform or the new Linux/Informix combination in UCCX8.0 plus.
7. Inova Solutions Dashboards and Wallboards is a real-time reporting solutions that deliver critical metrics to your team via customized views for wallboards, dashboards and mobile devices. Inova real-time performance management solutions provide consolidated reporting across multiple systems through customized wallboards and readerboards, multimedia digital displays, web-based dashboards and desktop applications.