What is Queue Analytics?
Queue Analytics, also referred to as the Wallboard, is a customizable dashboard tool that lets Call Center Supervisors monitor queue and agent performance in real time. Supervisors can build, organize, and share boards made up of individual stat cards, each displaying a specific metric of their choosing.
How to Access Queue Analytics
Queue Analytics is accessible to users with a Call Center Supervisor role. Click the Apps dropdown in the top right corner of the Manager Portal and select Queue Analytics.
Basic Users can also access Queue Analytics with a limited view covering real-time call queue statistics such as active calls, calls waiting, and longest wait time. They can use Gauge, Single Stat, Grid, and Table cards but only for Call Queue and Call Waiting data types.
The Analytics Toolbar
The toolbar at the top of the page lets you create new boards, edit or copy existing boards, access board settings and filters, share boards with other users, mark a board as a favourite, and enter full-screen mode for display on a wall monitor.
How to Create a New Card
- Click the Add a Card button at the center of the screen.
- A blank card will appear. Click Choose Type to begin configuring it.
- Select the card type that determines how the data will be displayed.
- Click the Data tab and select Add Data to choose what the card will show. Add alerts to trigger color changes or browser notifications when a value crosses a threshold.
- Choose the specific data type. Most include a help bubble with a description.
- Use the left-side menu for additional breakdown and filter options.
- Click the green check button to add the card, then click Save at the top of the screen.
Card Types and Compatible Data
The Line Chart card works with: Abandoned Calls, Average Hold Time, Average Talk Time, Average Wait Time, Calls Handled, Calls Forwarded, Calls to Voicemail, Call Volume, Total Talk Time, Average Handle Time, Peak Active Calls, Calls Waiting, Abandon Rate, and Service Level.
The Gauge and Single Stat cards work with: Active Calls, Calls Waiting, Longest Wait, Agents Online, Agents Idle, Abandoned Calls, Average Hold Time, Abandon Rate, Average Talk Time, Average Wait Time, Calls Handled, Calls Forwarded, Service Level, Total Talk Time, Calls to Voicemail, Call Volume, and Custom Data Source.
The Table card works with: Agents, Call Queues, Calls Waiting, and Custom Data Source.
The Grid card works with the Agents data type only.
The Note card displays custom text. The iFrame card displays content from an external URL.