Wallboard

The Heedify Wallboard is a real-time monitoring dashboard designed to provide key performance metrics and insights for service queues and agents activities. It is organized into two main tabs: one for monitoring service queues and another for tracking agent performance.

Accessing the Wallboard

To access to the Wallboard, open your browser and navigate to https://wallboard.heedify.io and enter credentials.

Queues

Page Layout

Queues page is divided into sections representing different queues, displaying live operational statistics to help supervisors and managers make informed decisions.

Top-Level Metrics

  • Agent Status Breakdown : each queue section has status board for its agents with a colour code:
    • READY: Agents available to take calls.
    • COFFEE BREAK: Agents on a break.
    • ADMIN WORK: Agents engaged in non-call-related tasks.
    • OUT OF SHIFT: Agents logged out or off-duty.

The above activity status show the default value. Admins can define custom values

  • Chat service statistics :
    • Today’s total chats
    • Ongoing chats
    • SLA
    • Avg. Wait time
    • Longest Wait time
  • Call service statistics :
    • Today’s total calls
    • Ongoing calls
    • Abandon rate
    • Avg. Wait time
    • Longest Wait time
    • Overflow
    • SLA

Agents

Page Layout

Top-Level Metrics

  • Agent: Agent name and Profile Image
  • State : Heedify activity state
  • Today’s Calls: Number of calls handled by the agent today.
  • Missed Calls: Calls missed by the agent.
  • Calls Duration: Total duration of calls handled by the agent.
  • Connected Calls: Total number of active calls being handled by the agent.