Bring Data into Sight With Wallboard
Always have your data ready to showcase with call center Wallboard. Present live key metrics in a visual dashboard—from average wait times to the number of callers on hold—enabling real-time analysis and informed decision-making.
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Case studies featuring customers who are building faster.
Global Sales Engine Powered by Connected Conversations
“CloudTalk’s AI transcripts and analytics make it easier to track talk ratios, discovery depth, and regional performance—all without requiring formal training to get started.”
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Revolutionizing Revolut’s Efficiency and Saving 40+ Hours
“Thanks to CloudTalk’s reliability, we could improve sales teams’ performance and close more deals than we could have ever imagined.”
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Increasing productivity for 200 customer support agents
“With CloudTalk’s Analytics I now get to see every step of the way. We can find discrepancies and gain a much better understanding of our teams.”
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Delivering success for Glovo’s customer support team
“CloudTalk improved our team’s cost and efficiency. The script feature allows us to lead the calls in a much more systematic way.”
Read case studyWhat is a Wallboard?
A wallboard is a simple and visual way to display key performance metrics. It’s a dashboard where all data is auto-calculated in real-time, daily, weekly, or monthly intervals for your call center monitoring.
It’s designed to keep everyone on the same page—agents stay motivated, supervisors spot issues quickly, and managers make faster decisions.
Key Metrics for a Call Center
- First Call Resolution (FCR): Measures the percentage of customer issues resolved during the first interaction, without follow-ups or transfers.
- Average Handle Time (AHT): Tracks the average duration of a call, including talk time and after-call work.
- Service Level: Shows the percentage of calls answered within a defined time threshold (e.g., 80% in 20 seconds).
- Call Abandonment Rate: Measures the percentage of callers who hang up before reaching an agent.
- Customer Satisfaction (CSAT): Captures how satisfied customers are after an interaction, typically through post-call surveys.
Features
Other features you might like
Real-Time Dashboard
Monitor agent or group activity in real time, from phone calls and performance metrics to their general availability.
Agent Reporting
Track your agents’ performance directly in CloudTalk and optimize for the best customer experience possible.
Group Reporting
Give your managers full visibility over their team’s performance, and the tools to identify what, when and how to improve.
Analytics
Access centralized data on your team’s performance, and use it to optimize operations, cut costs, and close more deals.
Frequently asked questions
Everything you need to know about the product and billing.
What is a call center wallboard, and why is it important?
A call center wallboard is a real-time display of key performance metrics that helps teams monitor call activity and agent performance
What key metrics should be displayed on a call center wallboard?
A well-designed wallboard should include call volume & status, agent performance, customer wait times, resolution & satisfaction metrics, staffing levels, and real-time alerts.
How can a call center wallboard improve agent performance?
By displaying live performance metrics, agents stay informed about their individual and team goals. It fosters accountability, motivation, and real-time coaching opportunities.
Can I customize the metrics displayed on a wallboard?
Yes! The Wallboard allows customization so businesses can highlight the metrics that matter most to them.
What’s the difference between a call center wallboard and a dashboard?
A wallboard is a real-time, always-visible display designed for teams, often on a large screen. A dashboard is usually an interactive tool for deeper data analysis, typically used by managers to review performance trends over time.
Still have questions?
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