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View real-time performance
data on the agent's desktop.
Avaya Desktop Wallboard is a reporting solution that empowers agents by keeping them informed of contact center performance levels, messages, and instant notifications from administrators. Multiple scrolling marquees display dynamic information gathered from multiple sources including Avaya Call Management System, Avaya IQ, Avaya Operational Analyst, and the Desktop Wallboard database. Contact center professionals view real-time performance data and instant messages directly on their workstations.
Whether agents work on-site or remotely, they can view real-time reporting for any metrics their centers utilize—including average answer and talk time, time in queue, and calls abandoned. These numbers appear via a scrolling message marquee on an agent's desktop display, and can also include information like individual performance measurements and objectives, and personalized motivational messages. This kind of rapid feedback gives supervisors powerful tools to improve the performance and productivity of the entire center.
