Wallboard: coordinate live activity
Wallboard provides a queue-and-agent view for continuous supervision. Use it when the immediate distribution of calls and people matters more than the statistical charts available in Dashboard.
Choose sections and filters
Open Wallboard and choose the section you want to supervise. The administrator creates the groups in Administration → Operational views and assigns visible queues and allowed actions in Users and access profiles. Use your Preferences to adapt the display. If a queue seems missing, clear the state filters and switch off Only queues with calls before checking the permissions.
Relate calls to members
Read each queue’s waiting and conversation indicators beside its agent list. A pause belongs to a queue and can differ for the same extension in another queue. Busy, ringing, unavailable and Do Not Disturb describe different conditions. Wallboard deliberately omits Dashboard’s statistical charts; open the appropriate report for historical totals.
Check an operational change
Use only the member controls enabled for your account. Identify the exact queue before pausing, resuming or changing membership, then check the command result and refreshed card. If a state does not change, inspect the response instead of repeatedly submitting the action. AI Manager can provide advice when configured and permitted.
Find the correct group and personalize the view
Three settings work together. Operational views defines the shared organization and display names. Account permissions control pages and actions; its live resource scopes limit visible resources. Preferences adapts the authorized view to your work. Personal settings do not grant additional access.
Check the selected group
Select the expected section or group and clear any active display or state filters. Compare the visible items with another authorized view before reporting a missing resource.
Adjust your preferences
Open Preferences for your account and use the relevant display options. Save and return to the workspace to check the result. Ask the administrator about group membership, shared aliases or permissions that you cannot change.
Set up the view for the shift
Choose scope
Select the operational section, then decide whether Only queues with calls is appropriate. Leave it off when checking the complete assigned coverage, including idle queues.
Read the member in context
Keep the queue heading visible when reading pause and member controls. The same extension may appear in several queues with different pause conditions. Inspect current calls before treating a busy member as free capacity for another queue.
Confirm the new state
After an authorized action, read the response and the next refreshed card. For a shared room screen, open Videowall and verify its selected section and privacy before leaving it visible.
Understand why calls keep building up
If calls regularly build up in the same queue, note its name and the time of day. Open Global Dashboard and select that queue and the affected period: compare how many calls arrived, how many were answered and how long people waited. In Workload and forecasts you can test how many agents may be needed in those time slots. If configured, AI Manager also helps you review the current situation. You decide which changes to make.
Example: prepare a break
Before a scheduled break, select the affected section and compare waiting calls with free members in each queue. Confirm coverage with the team, apply the authorized change and verify both the pause and the remaining availability. Recheck after the next update; a single free indicator does not guarantee future capacity.
Use the controls, understand what changes
Queue nameDrag from this icon
Hold the dotted icon beside the queue name and drag the card to its new position. Obelisk saves the same personal queue order for Wallboard and Dashboard. To sort agents inside a queue, use the table headings instead.
Compare the column heading and queue name before an action. Moving a card does not move an agent between services; pause, resume and removal remain separate permission-controlled commands.
Try dragging from the dotted icon beside each name, or use Move earlier / Move later. This example only changes the cards below.
- Customer care
- Technical support
- Sales
Complete product screenshots
Illustrative data. Open the screenshot to enlarge it and match the controls to the instructions in this chapter.
Open complete screenshot
Read the workspace section by section
Match the numbers and panels below to the complete workspace. These screenshots use illustrative data; the procedures above explain how to work with your own installation.
Waiting callers and agents
Expand the caller list to inspect waiting time and priority alongside agent states, then collapse the details or hide queues you do not need. Set personal waiting-call, waiting-time and inactivity thresholds in Preferences. Pause or resume an agent, remove a dynamic membership or open the headset control for listening, coaching or a conference, according to your permissions.
Wallboard
Keep callers, waiting times and agent availability in view, in one compact workspace.