This knowledge encourages group interaction and cooperation, allowing a less busy group to jump in and help a busy group answer calls, reducing customer wait times. US West's concern was with the longest wait time. Other companies may worry about the average speed of answer. With the wallboard, you can create thresholds and kick on an automatic pre-built message when the thresholds aren't being met. However, at this stage the light is orange, which my mechanic says is simply a warning.
Wallboards can work in much the same way.
Performance thresholds are set at the center, and as the center exceeds those thresholds the colors change to match the center's condition. Egart encourages centers not to use buzzers or sound effects, however. You want them to concentrate on calls, not get rid of calls because they hear a warning buzzer. Since wallboards tell agents how many calls are in queue or how long the calls have been waiting, they are able to best judge when to slow down or speed up their call handling. This information can increase agent productivity and efficiency, according to Akers.