Agent Status
See what agents are doing in real-time. Who is in a call, who is idle, who is unavailable.
Monitor Calls
Calls are grouped by how long they have been waiting and how long they have been in the phone system.
Interact with Agents
Log agents in/out, change their status, whisper, listen, barge, all from one page.
Filter Controls
Filter by queue, group, and specific agents within these groups. Filter calls waiting across all queues or only those queues you need.
Two real-time views into the activity of your call center.
View consolidated data across your organization with the ability to filter down to exactly the information you need. This tool enables you to see exactly what your agents are doing, and the callers waiting in your queues.
Features
- Web-based
- Idle Time Presence
- Agent Statuses
- Agent Whispering
- Call Barging
- Call Listening
- Call Tracking
- Call Grouping
This wallboard provides two different real-time views into the activity of your call center.
The Agents View
This view displays a list of all the agents assigned to a filtered list of queues. The wallboard separates agents into 5 columns:
- Agents connected to a queue call.
- Agents idle.
- Agents connected to a non-queue call.
- Agents not available (presence).
- Agents logged out of the queue
In addition to displaying the state of agents, you can also interact with agents using context-aware popup menus. Actions include invoking commands: Whisper, Barge, and Listen. In addition, you can change the agent’s presence status, log them in/out of queues, initiate a call to an agent, or drop a call right within the wallboard display.
The Queues view
This view displays a list of all the callers waiting in the selected queues, grouped by the amount of time the caller has been waiting. This view shows two important timers:
- How long the caller has been waiting in the current queue.
- how long the caller has been in the phone system (the actual amount of time the caller has been trying to speak to the correct person).
You configure grouping of calls into 3 groups:
- Red: Callers waiting the longest.
- Yellow: Callers waiting longer than desired.
- White: Callers waiting for an acceptable amount of time.
- 3CX version 12 and above
- Client: Internet Explorer, Google Chrome, Firefox, Opera browsers
- Server: Windows 7 Pro (64bit) and above, Windows Server 2008 R2 (64bit) and above
- Internet Information Server (IIS) 7.0 and above
- Microsoft SQL Server 2008 (free Express edition) and above
- Microsoft .net 4.6.1 and above
- VoIPTools Relay installed on 3CX server
Note: You can run IIS and NGIX or Abyss on the same server
Version 15.0.53 Feburary 22, 2017
- Added support for BLF Speed Dials (Panic Button)
- Added support for BLF Speed Dials (continuous alarms)
- Added support for latest relay
- Updated to latest version of controls
Version 15.0.40 November 15, 2016
- Added support for filtering who is notified based on extension’s location
- Added support for latest VoIPTools Relay
- Updated controls
- Fixed bug in update control
Version 15.0.22 (Beta for 15) September 29 2016
- Version 15 Update
Version 14.0.18 April 8 2016
- Added the ability to install on a remote server (not the 3CX server)
- Improved interface elements
- Upgraded to use new licensing components
- General improvements
Version 2.1.11.0 08/15/2014
- Bug fixes
- Support updating extensions during import
Version 2.1.7.0 05/23/2014
- Bug fixes
- Support for auto updating software
Version 2.1.6.0 04/21/2014
- Support for v12
- Support for 3CX Relay
- New Installer
- Bug fixes
Version 1.0.5.0 04/06/2013
- Added dynamic voice message using Text-To-Speech
Version 1.0.0.0 04/04/2013
- Initial Public Release
Got A Question?
Get In Touch With Us
Whether through one of our commercial products, or a custom solution built to meet your specific needs, we can help you get the most out of your 3CX investment.
Support@VoIPTools.com
Live Chat
+1 801-642-4655
24/7 Support
