What is the phone wallboard?
The phone wallboard displays information about all inbound and outbound calls to our surgeries on Surgery Connect Softphone. It shows which users are logged in and able to answer calls, as well as statistics about calls such as average call length, number of calls answered and number of calls missed.
User List
The user list shows all users who are logged in, as well as some key information about them:
- Name - the names of all users that are currently logged in (N.B. they’ve been hidden in the screenshot below for anonymity!)
- Duration - how long the user has had their current status (see ➡️)
- Calls in & Calls out - total of number of calls in and out to the user since they logged in
- Last call - the time of the users last call (inbound or outbound)
- Longest call & Average call - the longest and average call length since the user logged in
User Statuses
- Available (light grey) - logged in and available to take calls
- Do not disturb (light orange) - logged in but unavailable
- Ring in (orange) - a call is incoming
- Call in (green) - the user is on an incoming call
- Call out (blue) - the user is on an outbound call
Stat Boxes
The stat boxes show statistics for all users logged in at a site.
- Available Users - the number of users logged in and available to take calls (❗ this box will turn red if there are 0 available users)
- Ringing Now - the number of users currently receiving calls
- Queued Now - the number of callers currently waiting to be answered
- Current Longest Q - the longest time someone is currently waiting for their call to be answered
- Q under 1 min, Q 1 min to 5 min, Q 5 min to 10 min, Q over 10 min - the total number of callers that day that have waited under 1 minute, 1 to 5 minutes, 5 to 10 minutes, or over 10 minutes for their call to be answered
Missed vs Abandoned Calls
There’s an important difference between Missed and Abandoned calls:
- Missed Today - number of calls that we could have answered but didn’t (the caller has given up and put the phone down after joining the queue)
- Abandoned Today - number of calls where the caller put the phone down before joining the queue (we couldn’t have answered the call)
Resources & training: