Licom Wallboard - A complete overview of your telephony
With the Licom Wallboard plug-in for Wildix, you get powerful, real-time monitoring within your familiar telephony environment. No extra software and no separate web pages: all the information you need is available in one central dashboard. From queues and calls to the availability and performance of individual employees: you get a complete and up-to-date picture of your telephony, both at the company level and per call group or team.
What do you get?
Real-time monitoring
Follow your telephony live and get immediate insight into what is happening. View, among other things, the number of answered and missed calls, average call duration, waiting times, and the overall service level. This way, you can immediately see where adjustments are needed.
Insights per team or employee
View the performance of your entire organization or zoom in on a specific call group or team. You can also analyze individual agents, with insight into their performance per type of call: internal, external, and calls via a call group. This way, you not only get visibility into the numbers but also into the performance behind those numbers, per team and employee.
Manage call groups easily
Is a call group temporarily understaffed? Add an employee with one click. Is someone absent or unavailable? Then you can just as easily remove that person from the call group. This way, you immediately adjust the staffing of your telephony environment to reality.
Adjust smart routing
Determine how calls within a call group are distributed and easily adjust this yourself. Route based on the least number of calls, least recent, linear distribution, or spontaneously choose a fixed order. This way, you can tailor the routing to your team and way of working.
Follow up on callbacks
Can't customers be helped immediately? With the callback function, they can easily indicate that they want to be called back. In the Wallboard, you can see all outstanding callback requests and follow up on who has called the customer back. This way, no requests are left unattended, and you maintain control over the follow-up.
Listen in and adjust
Supervisors gain extra control thanks to the built-in capabilities to listen in, whisper, or fully intervene in a conversation. This way, employees can be discreetly supported during a conversation, or a supervisor can intervene directly if necessary.
