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ACD Wallboard is not Being Updated

Angela Guzman Rusinque
  • Updated

Overview

You are experiencing an issue with iCallSuite's ACD Wallboard dashboard, where the statistics displayed are not updated as often as expected or the dashboard is not being updated live. 

Information

The iCallSuite application is an analytics application that can provide information about your call center's productivity. For example, the ACD Wallboard (Dashboards> Contact Center Productivity > ACD Wallboard), can display the following information and more for individual queues:

  • Calls offered
  • Calls answered
  • Calls missed
  • Average ring time
  • Calls in queue
  • Average queue time
  • Agents available
  • Agents busy

This information is updated every thirty minutes. If you notice that the statistics shown are not being updated, it is possible there is an issue with the iCallSuite server. Contact CallStream support to report this issue, making sure to specify the date and time the issue was experienced and to include screenshots that show that the statistics displayed are not being updated for more than 30 minutes. 

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Report the issue by creating a support ticket with Wavenet. Relay all pertinent information provided by the supplier to the customer via the Zendesk ticket.

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