Managed Contact Center / Reporting & Analytics

Real-Time Wallboards

A wallboard is a live, visual dashboard — numbers and charts updating in real time — showing exactly how your team is doing right now: calls waiting, agents available, average wait time, and more. It’s built to be glanced at from across the room, not read like a spreadsheet.

What does a wallboard actually show?

Typical metrics include calls waiting, calls answered, calls missed or abandoned, average wait time, average talk time, answer rate, and SLA (Service Level Agreement — a target like “answer 80% of calls within 20 seconds”) — see Glossary: SLA — performance. You choose which metrics matter to your business and which queues to track.

Who is this for — agents, supervisors, or both?

Both, and it’s genuinely useful for either. Agents glance at it to gauge how busy the queue is right now. Supervisors and managers use it to spot a building backlog before it becomes a customer complaint, and to see at a glance who’s overloaded and who has room to take another call.

Can we display it on a TV screen in the office?

Yes — wallboards are designed to be projected on a shared screen in a call center or office, with a large, easy-to-read widget or list layout, so the whole team stays aligned on how the day is going without anyone needing to ask.

Can different teams or queues have their own wallboard?

Yes. You can build a wallboard around a single queue, or group several related queues together, so each team sees the metrics relevant to them rather than one noisy dashboard for the whole business.

Does the wallboard warn us if something’s going wrong?

Yes — see SLA Threshold Alerts for how the system can automatically flag when performance drops below a target you set, instead of relying on someone noticing.

How is this different from the historical reports we run weekly?

A wallboard shows this moment; it resets and moves as the day happens. For a look back at trends over days, weeks, or months — the kind of report you’d bring to a leadership meeting — see Historical & Scheduled Reports.