Wallboard

The Agent Activity Wallboard is a crucial dashboard for monitoring real-time agent performance, ensuring service level compliance, and optimizing workload distribution. It provides a centralized view of key agent metrics, allowing admins and agents themselves to track progress, identify areas for improvement, and maintain efficiency in handling customer tickets. 

Importance of the Agent Activity Wallboard 

1. Real-Time Performance Monitoring – The wallboard enables agents and supervisors to track key performance indicators (KPIs) such as login time, SLA adherence, and ticket resolution status, ensuring that agents stay productive and efficient. 
2. Enhanced SLA Compliance – By monitoring SLA metrics, such as Landing SLA and Assigning SLA, agents can ensure timely responses and avoid SLA breaches, leading to improved customer satisfaction. 
3. Workforce Optimization – Supervisors can analyze Average Handle Time (AHT), total breaks, and stop assignment times to distribute workload more effectively and ensure balanced agent performance. 
4. Data-Driven Decision Making – With access to detailed statistics, management can make informed decisions on training needs, resource allocation, and workflow adjustments to improve overall efficiency. 
5. Improved Customer Service – Agents can track their total resolved tickets and replies, ensuring prompt and effective responses to customer inquiries, leading to higher resolution rates and customer satisfaction. 

Benefits of the Agent Activity Wallboard 

• Increased Productivity – Agents can monitor their own performance and make adjustments to improve efficiency. 

• Better Time Management – By tracking login time, break durations, and assignment times, agents can manage their time more effectively. 

• Transparency & Accountability – The wallboard promotes accountability by displaying real-time metrics, helping agents stay aware of their targets and responsibilities. 

• Seamless Ticket Management – The ticket list on the right panel ensures that agents can quickly access ticket details, track status updates, and prioritize urgent issues. 

• Export & Reporting Capabilities – The ability to export data enables teams to generate reports, analyze performance trends, and implement strategic improvements. 

Overall, the Agent Activity Wallboard serves as a vital panel for improving agent performance, enhancing service quality, and ensuring smooth operations within the contact center environment. It empowers agents with visibility into their metrics while enabling managers to optimize workflows for maximum efficiency. 

Activity Wallboard – Metrics Overview 

Activity Wallboard – Workflow  

The Agent Activity Wallboard in Antlere Interact is a real-time monitoring dashboard that offers valuable insights into agent performance and ticket management. Upon accessing the dashboard, users can view key metrics such as SLA adherence, Average Handle Time (AHT), login duration, break details, and ticket resolution stats. These indicators help supervisors and administrators assess agent efficiency and workload distribution. 

At the top of the screen, users can filter data by selecting a specific agent level and a date range. This allows managers to analyze performance over a defined period and make data-driven decisions.  

Each metric provides a snapshot of agent activity, including ticket assignment efficiency, total time logged in, and customer interactions. The Total Resolved and Total Replies metrics highlight an agent’s ability to manage and resolve tickets effectively, while details like Break Time and Stop Assign. Time ensures visibility into an agent’s activity patterns. 

On the right side, the interface includes a ticket list panel, which would display Ticket ID, Breach Status, Source, and Assignee if there were active tickets. This panel allows supervisors to monitor open and assigned tickets, ensuring that SLAs are met. Additionally, the Export button enables users to download reports for further analysis, helping teams track performance trends and optimize workflows. 

Overall, the Activity Wallboard provides a centralized view of agent performance, ensuring better workload management and improved customer service efficiency. By utilizing this dashboard, organizations can enhance response times, maintain SLA compliance, and optimize resource allocation. 

Admin Wallboard

 Following are the metrics measured in the admin wallboard; 

Admin Wallboard – Workflow Explanation 

The Admin Wallboard in Antlere Interact is designed to provide an overview of ticket management and SLA performance at an administrative level. It enables supervisors and administrators to track ticket flow, ensure service level compliance, and optimize workload distribution. 

When accessing the Activity Wallboard, admins can view ticket details categorized into Total, Open, Re-opened, On-Hold, and Resolved tickets. This breakdown helps identify unresolved issues, track backlog, and monitor resolution efficiency. The Unit SLA and MTD SLA metrics provide insights into SLA compliance, ensuring that response and resolution times align with business standards. 

Admins can also monitor Break Count and Stop Assignment, which help in understanding agent availability and workload management. The wallboard allows users to filter data by selecting a specific admin level and date range, providing flexibility in analyzing performance over different time periods. Additionally, the Export button enables admins to download reports for further analysis and decision-making. 

Overall, the Admin Wallboard serves as a crucial tool for maintaining operational efficiency, ensuring SLA adherence, and improving overall customer service performance by providing real-time data and actionable insights. 

Importance of Admin Wallboard: 

The Admin Wallboard is a vital tool for ensuring smooth operations in a contact center environment. It enhances visibility, accountability, and efficiency, helping administrators streamline workflows, and optimize agent productivity. 

Key Reasons Why the Admin Wallboard is Important 

    1.  Real-Time Ticket Monitoring 

• The dashboard gives admins an instant overview of ticket status, including total, open, re-opened, on-hold, and resolved tickets. 
• This visibility ensures that unresolved tickets are addressed promptly.

   2.  SLA Compliance & Performance Tracking 

• Metrics like Unit SLA and MTD SLA help measure adherence to service level agreements. 
• Admins can identify SLA breaches and take corrective actions to improve response and resolution times.

    3.  Efficient Workload Management 

• By analyzing ticket trends and backlog, admins can reallocate resources effectively to balance agent workloads. 
• The Stop Assignment and Break Count metrics help monitor agent availability and prevent burnout.

     4.  Data-Driven Decision Making 

• The ability to filter data by date and admin level allows for targeted analysis of performance over specific periods. 
• The Export feature enables admins to generate reports for deeper evaluation and strategy development.

     5. Improved Customer Service Operations 

• A well-monitored ticketing system ensures that customer issues are resolved efficiently and effectively. 
• By keeping track of reopened and on-hold tickets, admins can identify recurring issues and improve service processes.