Wallboards

Back to Analytics Overview

Wallboards give contact center administrators and supervisors a high-resolution, real-time display of operational KPIs, suitable for large screens and full-screen viewing.

Contact support to enable Wallboards.

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Launch Wallboard

1. Select the ellipsis and select Launch Wallboard. The wallboard opens in a new browser tab.

You can also go to Contact Center AI > Analytics > CONTACT CENTER > Wallboards.

2. Dashboard data refreshes every 60 seconds. Live widget data refreshes every second.

Center Wide

Queue Specific

Center Wide Abandoned

Select the icon beside the wallboard selection menu to open the wallboard (Center Wide, Queue Specific, and Center Wide Abandoned) in a new browser window.

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Wallboard Widgets

The wallboard displays widgets showing KPI data for the contact center over a configured time duration.

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Center Wide

The wallboard name appears at the top.

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Top Section Widgets

Name	Live/Time Based	Description
Waiting	Live	Count of all conversations waiting in all queues.
With Agent	Live	Count of all conversations currently with agents.
Longest Wait	Live	Duration of the longest wait for any conversation currently in a waiting state.
Overdue	Live	Count of all conversations currently overdue with agents.
Handled	Time-based	Count of all conversations handled (completed) by the contact center.
Closed	Time-based	Count of all conversations properly closed by agents.
Abandoned	Time-based	Count of all conversations abandoned by users in queues.
Avg. Speed To Answer (ASA)	Time-based	Average speed to answer for all conversations.

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Bottom Section-Queue Data

Name	Live/Time Based	Description
Queues	NA	Names of the configured queues.
Offered	Time-based	Count of all conversations offered in the queue.
Waiting	Live	Count of all conversations waiting in the queue.
Load	Live	Current load on the queue as a percentage.
CSAT	Time-based	Average CSAT of all conversations in the queue / count of conversations with CSAT in the queue.
Long Wait	Live	Longest wait duration for any conversation currently waiting in the queue.
Closed	Time-based	Count of conversations properly closed in the queue.

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Queue Specific

The wallboard name appears at the top.

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Top Section Widgets

Multiple Insights

One Insight

Name	Description
Waiting	Number of conversations waiting in the selected queue.
Closed	Number of conversations properly closed by agents in the selected queue.
Active	Number of conversations in active conversations with agents in the selected queue.
Abandoned	Number of conversations abandoned in the selected queue.
Longest Wait	Longest wait time for all conversations in the selected queue (format: NNNh NNm NNs).
Transferred Out	Number of conversations transferred to other queues from the selected queue.
Avg. First Response Time (FRT)	Average first response time for all conversations in the selected queue.
Queue Load Percentage	Ratio of current queue demand to queue handling capacity, as a percentage. Formula: (Waiting conversations + Active conversations) / (Available agents * Target conversations per agent) * 100%

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Right Section Widgets

Name	Range	Description
Top N Closed	N in the range of 1-3	Shows agents with the highest number of closed conversations.
Top N Answered	N in the range of 1-3	Shows agents with the highest number of accepted conversations.
Top N CSAT	N in the range of 1-3	Shows agents with the highest CSAT.
Top N Occupancy Rate	N in the range of 1-3	Shows agents with the highest occupancy rate.
Top N Average First Response Time	N in the range of 1-3	Shows agents with the lowest Average First Response Time (FRT).

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Bottom Section-Agent Data

Name	Description
Agent	Name and display picture of agents.
Status	Current status of the agent.
Status Duration	How long the agent has been in the current status (format: NNNh NNm NNs).
Avg. FRT	Average First Response Time of the agent.
Closed	Number of conversations properly closed by the agent.
Occupancy Rate	Percentage of logged-in time the agent spent actively handling conversations. Formula: (Time spent actively working [talk + hold + snooze + mute + ACW]) × 100 / (Time spent logged in)
Avg. CSAT	Average CSAT of the agent.

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Center Wide Abandoned

The wallboard name appears at the top.

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Top Section Widgets

The top section of the wallboard shows the following widgets:

Name	Live/Time-Based	Description
Waiting	Live	Count of all conversations waiting in all queues.
With Agent	Live	Count of all conversations currently handled by agents.
Overdue	Live	Count of all conversations currently overdue with agents.
Capacity utilized	Live	Number of conversations being handled by agents (A), out of the total available slots across all agents who are in the Available or System Busy state (B). Displays as A / B.
ACR	Time-Based	Percentage of conversations abandoned in the queue or timed out, divided by offered conversations.
Agents	Live	Number of agents in the Available or System Busy state (X), out of the total number of agents in the Available, Busy, or Away state (N). Displays as X / N.
Abandoned	Time-Based	Count of conversations abandoned by users in queues.
Timed Out	Time-Based	Number of conversations that timed out while waiting in the queue.

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Bottom Section Widgets

The bottom section of the wallboard displays the following queue data.

Name	Live/Time-Based	Description
Offered	Time-Based	Count of all conversations offered.
Waiting	Live	Count of all conversations currently waiting in the queue.
Answered	Time-Based	Count of all conversations accepted by any agent.
Timed Out	Time-Based	Count of all conversations timed out while waiting in the queue.
Abandoned	Time-Based	Count of all conversations abandoned in the queue.
Transferred	Time-Based	Count of all conversations transferred from this queue.
ACR	Time-Based	Percentage of conversations abandoned in queue or timed out divided by offered conversations.
Agents	Live	Count of all available or system-busy agents assigned to the queue with the required skill combination.
Load	Live	Queue load calculated using the queue load formula from the Queues and Agents dashboard. Skills are ignored for this metric.
Longest Waiting Time	Live	Duration of the longest wait for any conversation currently waiting in the queue with the skill.

Queue-Skill Combinations Table

The Queue-Skill table breaks down abandoned conversation counts by the combination of queue and skill that was active at the moment each conversation entered the queue.

How rows are assigned

Each row in the table represents a unique Queue + Skill pair. A conversation is counted against a queue-skill row based on the skill it carried at the time it entered that queue, not the skill associated with it at the end of the call.

If a conversation moves through multiple queues and its skill changes between queues, each queue counts it for the skill it held at entry into that specific queue. The same conversation can appear in multiple rows if it passed through multiple queues with different skills.

Example:

Queue	Skill	Counted	Reason
Q1	S1	✅ Yes	Conversation C1 had skill S1 when it entered Q1.
Q1	S2	❌ No	C1 wasn’t linked to S2 when it entered Q1.
Q2	S2	✅ Yes	C1 had skill S2 when it entered Q2.

Conversations with no skill

If a conversation enters a queue with no skill assigned, it appears in the table as a separate row with the queue name and a blank skill value.

Queue	Skill
Q1	Blank

Blank-skill rows display only when skill-less conversations exist for that queue. If no such conversations exist, the row is omitted.

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If the scroll text toggle is enabled, the configured text scrolls at the bottom of the page at the selected speed.

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