Short answer
Clarity wallboards give contact-centre and customer-facing teams a real-time view of their operation, including calls in the queue, the longest wait, agents available and calls in progress. Supervisors can spot pressure points as they happen and respond before service levels slip.
In detail
What supervisors see:
- Queue status: calls waiting and the longest current wait.
- Agents available to take calls.
- Calls in progress across the team.
- Queue statistics and abandonment in the wider Clarity dashboards.
Wallboards are available for FirstNet Hosted PBX and, through Clarity for MS Teams, for Teams calling. They are licensed per concurrent viewer, so it helps to know how many screens and people need live access before setup. The viewer count is agreed in planning, and wallboards are staged during the pilot.
Wallboards complement Clarity's historical reporting on call duration, abandonment and agent performance, and its chargeback reporting for finance.
For a full omnichannel contact centre with its own near-real-time wallboards, workforce management and quality assurance, FirstNet also offers the Smartz Contact Centre, which can sit alongside Clarity on the same contract.
Source: FirstNet Telephone Management & Cost Control service page →
Didn’t answer your question?