Plan requirement
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| Also required | pluscloud Wallboard |
The Wallboard and the hold time announcement report different waiting times on purpose. They are calculated for different jobs.
Why they differ
The Wallboard is built to show the immediate effect of what the team does. Put two more people on the queue during a rush and the number on the board responds straight away, which is the whole point of a screen on the wall.
The hold time announced to waiting callers is built to stay steady. A figure that jumps around while agents change shift would tell callers something different every thirty seconds, so it deliberately moves slowly.
Which one to trust
Both, for what they are for. The board tells you what is happening right now. The announcement tells a caller roughly what to expect.
What to use for reporting
Neither. For reporting on waiting times, look back at the data in CDR-View rather than reading a number off the wall.
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