They allow you to set certain thresholds for the stats you present to agents and choose colors that reflect how successfully agents are meeting your criteria for a smoothly-running center. Sysco Food Service's customer service department in Freemont, CA is an example of a call center that uses colors to illustrate certain conditions in its call center beyond the raw numbers. DataTrac readerboards, which highlight agents' names in green when agents log in. When an agent is logged in but unavailable to take calls, the readerboards displays the agent's name in yellow. The readerboard displays agents' names in red when they log out.
Asterisks signify that agents are currently available to take phone calls.
Besides showing stats in different colors, you can also change fonts on each line and accentuate certain lines of your readerboard with larger fonts. When looking to purchase a readerboard for your call center, Pete Egart, manager of business communications for Daktronics, suggests that you consider a readerboard's viewing angle, its the choice of fonts and its choice of sizes. Readerboards on Agents' PCs Some readerboard vendors offer software that lets you display information on readerboards and on agents' PCs. Such software is useful when you have agents situated in places in your center where they are unable to get a good view of readerboards. Agents can use DeskView in lieu of readerboards, as is the case with some agents at Nationwide Financial's call center.