> ## Documentation Index
> Fetch the complete documentation index at: https://koreai.mintlify.app/llms.txt
> Use this file to discover all available pages before exploring further.

# Wallboards

<Badge icon="arrow-left" color="gray">[Back to Analytics Overview](/ai-for-service/analytics/overview)</Badge>

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

<Note>Contact support to enable Wallboards.</Note>

***

## Launch Wallboard

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

<img src="https://mintcdn.com/koreai/vn1xLvOJz0TYyU_j/ai-for-service/analytics/contact-center/images/ccai-launch-wallboard.png?fit=max&auto=format&n=vn1xLvOJz0TYyU_j&q=85&s=e53d4d061b52e5d8e05efe75192adce4" alt="Launch Wallboard" width="1694" height="217" data-path="ai-for-service/analytics/contact-center/images/ccai-launch-wallboard.png" />

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

<img src="https://mintcdn.com/koreai/vn1xLvOJz0TYyU_j/ai-for-service/analytics/contact-center/images/ccai-analytics-wallboards.png?fit=max&auto=format&n=vn1xLvOJz0TYyU_j&q=85&s=9323f849835ceef44eed16824ab7bfa7" alt="Wallboards Page" width="1291" height="754" data-path="ai-for-service/analytics/contact-center/images/ccai-analytics-wallboards.png" />

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

**Center Wide**

<img src="https://mintcdn.com/koreai/vn1xLvOJz0TYyU_j/ai-for-service/analytics/contact-center/images/ccai-center-wide-wallboard.png?fit=max&auto=format&n=vn1xLvOJz0TYyU_j&q=85&s=fd6600ea88b250d37a06a0941c9153c0" alt="Centerwide Wallboard" width="1059" height="597" data-path="ai-for-service/analytics/contact-center/images/ccai-center-wide-wallboard.png" />

**Queue Specific**

<img src="https://mintcdn.com/koreai/vn1xLvOJz0TYyU_j/ai-for-service/analytics/contact-center/images/queue-specific-wallboard.png?fit=max&auto=format&n=vn1xLvOJz0TYyU_j&q=85&s=d4f9f5a634874d55c94d4b468c0b2cd2" alt="Queue Specific Wallboard" width="961" height="508" data-path="ai-for-service/analytics/contact-center/images/queue-specific-wallboard.png" />

**Center Wide Abandoned**

<img src="https://mintcdn.com/koreai/DXAHUPELnvSJT3rA/ai-for-service/analytics/contact-center/images/center-wide-abandoned-wallboard.png?fit=max&auto=format&n=DXAHUPELnvSJT3rA&q=85&s=5f5980e18a00c9e8821a7061fe2d1016" alt="Center Wide Abandoned Wallboard" width="955" height="506" data-path="ai-for-service/analytics/contact-center/images/center-wide-abandoned-wallboard.png" />

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.

<img src="https://mintcdn.com/koreai/Roct6OcRraQLzh6P/ai-for-service/analytics/contact-center/images/launch-wallboard-new-tab.png?fit=max&auto=format&n=Roct6OcRraQLzh6P&q=85&s=a6f45debd2d3711f97d35473ba91a668" alt="Launch Wallboard in New Tab" width="1727" height="56" data-path="ai-for-service/analytics/contact-center/images/launch-wallboard-new-tab.png" />

***

## Wallboard Widgets

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

***

### Center Wide

The wallboard name appears at the top.

<img src="https://mintcdn.com/koreai/vn1xLvOJz0TYyU_j/ai-for-service/analytics/contact-center/images/ccai-wallboard-name.png?fit=max&auto=format&n=vn1xLvOJz0TYyU_j&q=85&s=632397492d925c9927b17853e73c793f" alt="Wallboard Name" width="1059" height="597" data-path="ai-for-service/analytics/contact-center/images/ccai-wallboard-name.png" />

***

#### Top Section Widgets

<img src="https://mintcdn.com/koreai/vn1xLvOJz0TYyU_j/ai-for-service/analytics/contact-center/images/ccai-top-widgets.png?fit=max&auto=format&n=vn1xLvOJz0TYyU_j&q=85&s=cb228b8684df753caadd538a89202875" alt="Top Widgets" width="1054" height="210" data-path="ai-for-service/analytics/contact-center/images/ccai-top-widgets.png" />

| 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.                                  |

***

#### Bottom Section-Queue Data

<img src="https://mintcdn.com/koreai/vn1xLvOJz0TYyU_j/ai-for-service/analytics/contact-center/images/ccai-bottom-table.png?fit=max&auto=format&n=vn1xLvOJz0TYyU_j&q=85&s=61c9ebdab68ffc713f7c612ccff36685" alt="Bottom Table" width="1047" height="277" data-path="ai-for-service/analytics/contact-center/images/ccai-bottom-table.png" />

| 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.                                            |

***

### Queue Specific

The wallboard name appears at the top.

<img src="https://mintcdn.com/koreai/vn1xLvOJz0TYyU_j/ai-for-service/analytics/contact-center/images/queue-specific-wallboard-name.png?fit=max&auto=format&n=vn1xLvOJz0TYyU_j&q=85&s=7db2634f0100cb2f3f29951c8f2d824c" alt="Wallboard Name" width="1377" height="766" data-path="ai-for-service/analytics/contact-center/images/queue-specific-wallboard-name.png" />

***

#### Top Section Widgets

**Multiple Insights**

<img src="https://mintcdn.com/koreai/vn1xLvOJz0TYyU_j/ai-for-service/analytics/contact-center/images/multiple-insights-wallboard.png?fit=max&auto=format&n=vn1xLvOJz0TYyU_j&q=85&s=37b4d1a53c3b785ee77e60ad39470f5a" alt="Multiple Insights" width="1376" height="722" data-path="ai-for-service/analytics/contact-center/images/multiple-insights-wallboard.png" />

**One Insight**

<img src="https://mintcdn.com/koreai/vn1xLvOJz0TYyU_j/ai-for-service/analytics/contact-center/images/one-insight-wallboard.png?fit=max&auto=format&n=vn1xLvOJz0TYyU_j&q=85&s=742f98c4f3a4c85f59b3a2323b058a41" alt="One Insight" width="1377" height="718" data-path="ai-for-service/analytics/contact-center/images/one-insight-wallboard.png" />

<img src="https://mintcdn.com/koreai/vn1xLvOJz0TYyU_j/ai-for-service/analytics/contact-center/images/top-left-widgets.png?fit=max&auto=format&n=vn1xLvOJz0TYyU_j&q=85&s=b04938eccd24987426c923dae0529245" alt="Top Widgets" width="578" height="414" data-path="ai-for-service/analytics/contact-center/images/top-left-widgets.png" />

| 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% |

***

#### Right Section Widgets

<img src="https://mintcdn.com/koreai/vn1xLvOJz0TYyU_j/ai-for-service/analytics/contact-center/images/right-side-widgets.png?fit=max&auto=format&n=vn1xLvOJz0TYyU_j&q=85&s=3f30a0956d7710a247d6af51faea1e51" alt="Right Side Widgets" width="197" height="677" data-path="ai-for-service/analytics/contact-center/images/right-side-widgets.png" />

| 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). |

***

#### Bottom Section-Agent Data

<img src="https://mintcdn.com/koreai/vn1xLvOJz0TYyU_j/ai-for-service/analytics/contact-center/images/bottom-widget-queue-specific.png?fit=max&auto=format&n=vn1xLvOJz0TYyU_j&q=85&s=bd7ed53793d0f306226cc7bb917fdfba" alt="Bottom Widget" width="1156" height="255" data-path="ai-for-service/analytics/contact-center/images/bottom-widget-queue-specific.png" />

| 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.                                                                                                                                                               |

***

### Center Wide Abandoned

The wallboard name appears at the top.

<img src="https://mintcdn.com/koreai/DXAHUPELnvSJT3rA/ai-for-service/analytics/contact-center/images/wallboard-abandoned-name.png?fit=max&auto=format&n=DXAHUPELnvSJT3rA&q=85&s=7ea09e7bd2ad6ce72467a97eea931f85" alt="Wallboard Name" width="955" height="573" data-path="ai-for-service/analytics/contact-center/images/wallboard-abandoned-name.png" />

***

#### Top Section Widgets

The top section of the wallboard shows the following widgets:

<img src="https://mintcdn.com/koreai/DXAHUPELnvSJT3rA/ai-for-service/analytics/contact-center/images/wallboard-top-section.png?fit=max&auto=format&n=DXAHUPELnvSJT3rA&q=85&s=d0ba6a9a9a0b5b4d9e5e0c9801b74e9b" alt="Top Section" width="953" height="211" data-path="ai-for-service/analytics/contact-center/images/wallboard-top-section.png" />

| 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.                                        |
| **Longest Waiting Time** | Live              | Duration of the longest wait for any conversation currently in the waiting state.              |
| **Overdue**              | Live              | Count of all conversations currently overdue with agents.                                      |
| **ACR**                  | Time-Based        | Percentage of conversations abandoned in queue or timed out, divided by offered conversations. |
| **Agents**               | Live              | Number of agents currently logged in.                                                          |
| **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.                             |

***

#### Bottom Section Widgets

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

<img src="https://mintcdn.com/koreai/DXAHUPELnvSJT3rA/ai-for-service/analytics/contact-center/images/wallboard-bottom-section.png?fit=max&auto=format&n=DXAHUPELnvSJT3rA&q=85&s=066d385fa5a8c28f79f2b0c8a0669ef9" alt="Bottom Section" width="926" height="272" data-path="ai-for-service/analytics/contact-center/images/wallboard-bottom-section.png" />

| 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.                             |

***

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

<img src="https://mintcdn.com/koreai/vn1xLvOJz0TYyU_j/ai-for-service/analytics/contact-center/images/ccai-marquee-text.gif?s=061f46090d3a53be9e1ba7dcf9badf0f" alt="Marquee Text" width="1916" height="134" data-path="ai-for-service/analytics/contact-center/images/ccai-marquee-text.gif" />

***