The readerboards cycle through stats for each group every eight seconds. Besides using readerboards to display stats, Nationwide also finds them useful for motivating agents. Nationwide Financial also takes advantage of the Symon 2000 System by displaying ACD stats directly on agents' PCs through Symon's DeskView software. A group of 15 agents sit in an area of the call center where the readerboards aren't visible. With DeskView, these agents receive the same information that the readerboards provide.
Agents are more likely to adhere to schedules when they realize they are needed.
There are several options available when choosing displays for your call center. Traditional readerboards show agents current statistics from your ACD, such as the number of calls in queue, the longest length of time a call has been holding, agents' ASA and service levels. You can also display stats for different groups of agents in your call center. Many readerboards display information in a variety of colors. 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.