Voice Workload

For our Native Voice channel, we have a separate Wallboard that provides insights to manage the workload. The Wallboard is divided in three columns: Web store overview, Calls in queue, and Ongoing calls.

Webstore overview

In the Web store Overview you can see the data point per web store. For every web store, we show how many calls are in the queue, ongoing, or in wrap-up.
The data for the last 60 minutes, is data aggregated over the last 60 minutes for inbound calls. The reason for 60 minutes is that the data tells how the team is currently performing. For insights over a bigger period, we have an advanced report in our Performance Reports that will for-see in the customers needs. The data explained:

• AVG call duration: the average duration of answered calls.
• Picked-up VS Missed: The number of answered calls versus the calls where the client hung up in the queue.
• AVG waiting time: The average waiting time the customer experienced. This includes both picked-up and missed calls.
• Longest waiting time: The longest time a customer had to wait. This includes both picked-up and missed calls.

Note: If a call is requeued within the same web store, it will count as one call. Additionally, the total waiting time and call duration are summed up. When a call is requeued to another web store, the call will be counted as one call for both web stores. The waiting time and call duration will be calculated for the respective web store.

Calls in queue

In this column, all inbound calls that are in the queue are shown, including when an agent requeues a call. The calls are sorted from the longest waiting time to the shortest waiting time. The web store is also shown for additional information.

Ongoing calls

In this column, all active calls are shown, including outbound calls. At the top of the list, we show the calls that are in wrap-up, followed by the ongoing calls. Within these sections, the calls are sorted from the longest duration to the shortest duration.

State of the calls