The Personal Wallboard feature provides ACD agent users with visibility of their personal performance statistics. This allows users to track their performance and actively manage it which leads to a reduced level of supervisor intervention.

Licensing

The Personal Wallboard is accessible to users when they are consuming an ACD Agent Reporting license and have a Phone Manager Desktop client capable of displaying Client Toolbars (currently Professional & Team Leader license levels).

Users can only have one toolbar open at a time with wallboard tiles on it and can see up to 10 different statistics.

Statistics

The following statistics can be added to a personal wallboard tile:

• Call / DND & ACD Statistics* (e.g. Time Logged In, Avg Talk Time, Time In DND, Calls Answered etc - all filtered to the agent viewing the toolbar)
• Queuing Call Count (filtered to the hunt groups the agent is logged into)
• External Data Source statistics
• Global Variable statistics

For information on the ACD statistics, please refer to the Statistics section.

Configuration

Personal wallboard tiles are configured and assigned to users using Client Toolbar. For more information, please refer to the Client Toolbars section.