Queue management: Caller announcement message
The message should include a clear instruction for the callers to leave a voicemail or request a callback call (or be connected to other agents if Ring Mode is Sticky Agent) ...
Read MoreVoicemail and Callback
Go to Wallboard app > Queue management > Settings > Note configuration: Disposition codes: Can be used to tag a call based on predefined options & will be reflected in Call Log details. Agents can ...
Read MoreWorkspace: Call logs of an agent (Agent access)
This article addresses the logs of an agent himself. If you want to see all logs of a call center, please click HERE.Agents can view their own answered and unanswered calls. ...
Read MoreQueue management: Agent management
Go to Wallboard app > Queue management > Settings > Agent management > Fill in the required info and Save: Ring time per agent: To set up the maximum ring time for each agent. SLA threshold: Calls answered within ...
Read MoreQueue management: Create and edit a queue
Note: The strict definition of a call queue is that it’s where callers are placed on hold, in a queue, while they wait to speak with a live agent. What ...
Read MoreQueue management: Queue Information
Queue Priority: The priority of queues, determine which call is assigned to agents if they have several incoming calls at the same time. Default Priority is 0 (highest). The value ...
Read MoreWorkspace: Call logs of a call center (Supervisor access)
This article addresses the call logs of all calls in a call center. If you are referring to logs of a single agent, please click HERE. 1. View details of active ...
Read MoreWorkspace: Agents’ status and state
Information: Agent name, extension Agent status: is what users set or change on the portal. The values are: Busy, Available, Offline It can be changed by the agents themselves at the top right ...
Read MoreRoles in Wallboard
Roles There are 2 rolesin Wallboard: Agent Supervisor The role in Wallboard is defined in Bizphone, meaning a supervisor/agent in Bizphone is a supervisor/agent in Wallboard, respectively. Accessibility Agent’s access: An Agent ...
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