Wallboard Overview

The Wallboard gives you a live picture of how your call queues are performing. This page explains who can open it, what it requires, and the different views it provides.

Note

The Wallboard is intended for call center managers (supervisors). Individual agents can use it only when a system administrator has granted them permission.

Requirements

You open the Wallboard from the Cloud Voice App. Before you begin, confirm that your client meets the requirements below.

For the web version of the Cloud Voice App, use one of the following browsers:

Browser	Minimum version
Google Chrome (recommended)	Chrome 87 or later
Microsoft Edge	Edge 87 or later
Opera	Opera 72 or later

For the desktop version of the Cloud Voice App, use version 1.10.2 or later.

Caution

These are minimum versions. If the browser or desktop app is older than the versions listed above, the Wallboard may fail to load or display incorrectly. Check and update the client version first before troubleshooting anything else.

What the Wallboard does for you

As a queue manager, the Wallboard puts every key detail about your queues in front of you as it happens. You can break performance down by day, week, or month to see how call volumes, answer rates, service level, and other measures are trending.

Each queue can have its own Wallboard, so you decide which queues to show. Displaying a Wallboard on a TV or a dedicated screen lets agents check their standing at a glance, stay aware of service level targets and daily goals, and keep their output on track.

Wallboard views

The Wallboard offers three views, each suited to a different way of reading your queue data.

Queue call metrics

This view combines aggregated figures across all your queues with the metrics for each individual queue, giving you a fast read on the numbers that matter most.

Queue performance list

This view lays out the key performance measures as a list, which makes it straightforward to compare and analyze several queues side by side.

Agent status list

This view organizes your agents into a clear list so you can follow each one’s presence, whether they are logged in or out, their call totals, and more.