3CX: Switchboard on the Web Client
As part of the 3CX Web Client, users can view their calls in aggregated screen views via the Switchboard. The switchboard is a feature that allows phone operators, queue agents, and queue managers to view and manage calls in real-time.
To access the switchboard from within the 3CX Web Client, navigate to the “Switchboard” page in the Web Client navigation menu.
The Switchboard offers four different views to choose from depending on your role within the organization and what information you require to be available to you for managing your calls.
- All - A combined view of extension and queue calls.
- Queue Calls - A combined view of queue calls.
- Per Queue View - Shows the calls and agents on a per-single-queue basis.
- Wallboard - A condensed view offering analytics for viewing on larger displays.
This is the first view that a user will see when the switchboard is accessed. In the All Switchboard view, a combined view of calls to and from your extension and calls to queues. Incoming calls to your extension or to your queues will be displayed on the main screen.
Right-clicking on a call provides instant actions to drop, divert the call, or more depending on your rights.
With the Queue Call view, the switchboard becomes an aggregated view of all queue call activity for which you are an agent or manager. Incoming calls to queues can be easily managed by right-clicking on a queue call providing actions to transfer to another agent or to drop, park or record the call.
Per Queue Views
Each Queue within the switchboard for which you are either a member or manager will be displayed in the switchboard navigation with its corresponding queue name and queue number used to contact that queue. Clicking on the queue in the navigation will bring you to the switchboard view of that queue.
From the per-Queue view, the information displayed and actions that can be taken are specific to a single queue. The main screen provides a list of active calls being serviced by an agent and incoming calls waiting in the queue to speak to the next available agent.
The view also provides the number of agents logged on to the queue and what their current status is.
Right-clicking on a queue call in the main screen provides a menu with options on acting on the selected call to transfer to another agent or to transfer, drop, pickup, or record the call.
In the footer section of the view, analytical data is provided that helps determine the performance of the queue. This information can provide a fast way to determine if further actions are needed to help service a busy queue.
If you need to log into an individual queue (but not all), you may do so by finding your Agent Status in the per-Queue view and clicking the “Q” button. When the “Q” is blue, you are logged into that queue group. The main “Q” in the top grey bar will remember which queues you were last logged into and toggle only those queues on and off.
The 3CX Wallboard is a web-based utility integrated with the 3CX Web Client. The Wallboard shows Real-Time Queue statistics that are of utmost importance to operators and supervisors in a Call Center environment. Thanks to this feature, Call Center staff are continuously up to date with service level agreements and daily targets, helping increase efficiency and workload output.
Queue Call Statistics
The Wallboard gets current call states based on real-time statistics. If you are a member of 1 queue, you will see the statistics of that queue. If you are a member of multiple queues, all statistics will be added together. Statistics include the following:
- Waiting - Waiting for calls.
- Avg Talk Time - Total average talking time for all serviced calls.
- Answered - The amount of answered calls.
- Abandoned - The amount of Abandoned / Unanswered calls.
- Agents Busy - Number of agents currently busy answering calls.
- Total - Total number of calls (Answered / Unanswered calls).
- Callbacks - Number of requested callbacks
- Waiting Time - Average Waiting time for all Queue calls.
Settings for the switchboard and wallboard features can be accessed by navigating to Settings and then to Wallboard or Switchboard.
The Call Filter setting allows a user to configure which calls will be displayed within the switchboard. Filters provide flexibility on both extension and queue calls. By default, all filters are enabled.
By default, a user has all queues configured to be displayed by default. This setting allows configuring which queues are made available within the switchboard views on a per-user basis. When a new queue is added or an extension is added to a queue for the first time, this queue will automatically be added to the queue view settings as enabled.
The wallboard can be customized to have a custom and optional message displayed on the screen.
The wallboard displays analytics for all queues of which the extension is a member. This is the default behavior of the wallboard. Queues can be enabled or disabled from the wallboard settings to include only the queues that you are interested in.