TABLE OF CONTENTS
- Accessing the Feature
- Filters & Controls
- Metrics Displayed in the Wallboard
- Auto-Refresh
- Use Cases
- Highlights
- Benefits
- Best Practices
- FAQs / Troubleshooting
- Edge Cases
- Support / Contact
Admin App
Accessing the Feature
- Navigate to Wall Board.
Filters & Controls
Filter By Location: Use the dropdown to select All locations or a specific location to view corresponding data.
Filter by Call Queue: Choose All or a specific call queue to narrow down the displayed data.
Show as Percentage: Toggle this option to switch between viewing metrics as percentage values or absolute values.
Full Screen: It is designed for display on a dedicated computer connected to a TV for team-wide visibility. In full screen mode, the top menu bar is hidden by default and becomes visible only when you move the cursor to the top of the screen.
- Dark Mode: Once entered into Full Screen Mode, we can enable the Dark Mode Toggle. If a user enables dark mode and then exits full-screen, the setting will reset. Dark mode will need to be re-enabled when returning to full-screen.
Metrics Displayed in the Wallboard
| TERM | DESCRIPTION |
| Waiting Now | Number of callers currently in the queue who have not yet been connected to an agent. |
| Inbound Calls | Total number of incoming calls received |
| Inbound Missed | Number of inbound calls that were not answered. |
| Inbound Answered | Number of inbound calls that were successfully answered |
| Outbound Calls | Total number of outbound calls placed by agents |
| Avg. Conversation Duration | Average time spent per call between the agent and the caller |
| Unresponded Calls | Total number of inbound calls that were not responded to- includes both missed calls and voicemail. |
| Live Agents | Total agents logged in-Includes those who are Available, On Call, or in DND Status |
| Missed Call Response Time | Average time taken to respond to missed calls or voicemails. |
Auto-Refresh
The Wallboard automatically refreshes at regular intervals to ensure the displayed data remains up to date.
It uses a hybrid refresh mechanism based on the type of metric.
- Real-Time Updates:
These values refresh instantly without manual intervention.- Waiting Now
- Live Agents
- Periodic Updates:
Other cumulative metrics — such as inbound/outbound calls, answered calls, or average duration — are updated automatically every 60 seconds.
Use Cases
Scenario: Handling high call volumes efficiently during peak hours.
Application: Supervisors use the Wallboard to monitor queues, track live agent availability, and reassign calls to balance workload.
Highlights
- The values in the wallboard resets at 12 am midnight based on the Time zone
Benefits
- Real-time visibility into call activity
- Improved response times
- Streamlined team coordination
Best Practices
- Enable Full Screen mode during meetings or when displaying dashboards in common areas.
- Keep Dark Mode enabled for better visibility in brightly lit environments.
FAQs / Troubleshooting
Q: The Wallboard data seems outdated.
A. Check your internet connection or refresh the browser window. Data also auto-refreshes every 60 seconds for cumulative metrics.
Q: Dark Mode turns off automatically.
A: This is expected behavior — Dark Mode must be re-enabled after exiting Full Screen.
Edge Cases
Wallboard metrics may not update in real time if network connectivity is poor.
Support / Contact
Need further help? Mail us at support@voicestack.com or call 407-833-6436.
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