Call Center Wallboards: Benefits, Software, & Best Practices

A Call Center Wallboard is a real-time visual display system used in call centers to monitor and communicate key performance indicators (KPIs), metrics, and operational data to agents and supervisors. Typically mounted on walls or displayed on large screens, wallboards show live data such as call volumes, average handling times, agent availability, and service levels. These displays help staff stay aware of their performance and overall team progress, encouraging efficiency and responsiveness.

Wallboards are useful for both agents and managers. Agents can see how they’re performing and what needs attention, while managers can quickly spot any problems and make fast decisions. These wallboards can be customized to show different information depending on who is looking at them. This keeps the team informed, focused, and working efficiently.

The call center wallboard provides real-time insights, helping agents make informed decisions quickly to enhance their productivity and customer experience.

1. Real-Time Performance Monitoring: The wallboard displays real-time data on call center performance, enabling managers to identify operational issues and take immediate action.
2. Data-Driven Decision Making: All key performance metrics are available in one place, allowing you to make data-driven decisions to improve your operations and achieve better results.
3. Improved Agent Performance and Motivation: Agents can view their performance, which motivates and encourages healthy competition, to make continuous improvements.
4. Enhanced Customer Experience: When agents have real-time access to their performance metrics and queue status, they can adjust their approach to improve customer experience.
5. Time and Cost Saving: Wallboards display all the data, enabling agents to analyze it efficiently and reduce the effort and manpower needed to run the operation smoothly.

Calilio, Five9, Genesys Cloud CX, and Talkdesk are the best call center wallboard software that provide real-time performance metrics and leaderboards.

Calilio is a feature-rich call center software with an in-built digital call center wallboard. Its wallboard (dashboard) provides detailed insight, including total call volume, queue calls, top performers, and call duration. Additionally, it helps businesses track rejected, missed, outbound, and inbound calls to improve overall performance.
Features:

• Realtime Dashboards
• AI-powered call report
• Sentiment analysis

Five9 is a cloud contact center solution with dynamic wallboard capabilities that display real-time and overall historical data. It allows you to monitor call center activity and make it actionable, enabling you to make faster and more informed decisions.
Features:

• Real-time call metrics and dashboards
• Customizable wallboard layouts
• Service level and agent availability monitoring
• Automated notifications for thresholds
• Historical and trend analytics

Genesys Cloud CX delivers a scalable cloud-based call center solution, offering advanced wallboards for visualizing critical call center metrics in real time. You can share your custom wallboards, enabling teams to identify trends, spot potential issues, and act quickly.

Features

• Live agent and queue status updates
• Customizable performance dashboards
• SLA and KPI tracking
• Data visualization widgets
• Integration with third-party reporting tools

Talkdesk is cloud call center software with a real-time wallboard, offering a collection of pre-built dashboards that display relevant customer experience analytics. It allows businesses to create customized wallboards and easily share them with more users.
Features:

• Customizable wallboard templates
• Real-time alerts
• Live API
• Interactive reporting dashboards
• Omnichannel support for voice, chat, and SMS

CloudTalk is a cloud-based call center system designed for customer service and sales teams, featuring real-time dashboards and wallboards for operational visibility. It displays both inbound and outbound call metrics, including the agent’s name, call queue, call duration, and the total number of calls. Additionally, you can track your key performance indicators and improve inconsistent performance over time.
Features:

• Live call queue management
• Real-time and historical metrics
• Call tagging and agent productivity monitoring
• Custom KPIs and alerts
• Multi-location monitoring

Dialpad Contact Center is a modern performance analytics tool with live dashboards and wallboards to track call volumes, agent statuses, and queue times. It allows call center managers and admins to manage multiple contact centers in real-time from a single dashboard. You can customize dashboards to access all the relevant data in detail quickly.

Features:

• Real-time dashboards with drag-and-drop widgets
• Live call queue and agent performance monitoring
• AI-powered call summaries and insights
• SLA and service level tracking
• Custom alerts for call metrics

NovelVox specializes in customizable call center wallboards tailored to your operational requirements and helps you plan tasks accordingly. You can view call center metrics live, track tickets, and prioritize tasks, including calls in queues with SMS and email alerts.

NovelVox integrates with Cisco, Avaya, and Genesys to track data from multiple resources and display key metrics on a single screen.

Features:

• Custom KPI dashboards and agent leaderboards
• Omnichannel reporting
• Real-time and historical call data
• Interactive visual alerts
• Wallboards for remote and on-site teams

The best practices for call center wallboard software involve displaying real-time key metrics and benchmarks to motivate agents and drive optimal performance.

1. Focus on key Metrics: Display the relevant metrics that have an important impact on the business performance and the services to enhance the customer experience.
2. Real-time Updates: Ensure the system updates all the real-time insights to adapt to all the changing conditions and take immediate corrective actions.
3. Customizable and role-based dashboards: Make sure the wallboards target different roles, such as agents, teams, and supervisors, as each requires different insights to carry out their tasks effectively.
4. Easy-to-Read Display: Utilize charts, graphs, and color-coding, such as green indicating optimal performance, yellow indicating caution, and red highlighting areas needing attention.
5. Incorporate Trends and Benchmarks: Display performance metrics, including trends to view improvement and declines, set benchmarks, and ensure whether agents meet targets.

Call center wallboard is a dashboard that displays all the relevant metrics, such as call volume, call handling, wait times, and agents' real-time performance. You can view all the metrics on a single screen, which makes it easy to access data quickly. It allows agents to review and evaluate their performance to enhance it and maintain operational efficiency. Before selecting a wallboard software, ensure it provides role-based customization and displays insights with benchmarks to drive target achievement.