Wallboard
A public link that displays a queue's live state, with no password, for a room screen. One link per queue, revocable at any time.
At a glance
| Where | Modules, Queues, the dial-shaped button on the queue's row, tooltip Wallboard |
| What it is | a public link, with no authentication, that only exposes this queue's state |
| Scope | one queue per link. For two queues, two links |
| Refresh | every 5 seconds, with a clock and waiting counters that tick up in between |
| Revocation | Revoke button: the current address stops working immediately |
How it works
The button opens a Wallboard window that creates, or retrieves, a link of the form .../wallboard/ followed by a long token. The screen states it plainly: "Public link (no authentication) showing this queue's live state, for a wall screen."
This link doesn't ask for a password, and that's deliberate: a screen left on on a wall shouldn't have to open a session, and this link gives access to nothing else on the portal besides this queue's state. The same button always returns the same link until you revoke it.
The page polls the server every five seconds. Between two polls, the wait times shown keep ticking up by the second, so the screen never looks frozen. Top right:
- LIVE: the page is receiving data.
- RECONNECTING: a poll has failed. The last known state stays on screen, and should no longer be read as the current state.
What the screen shows
At the top, the queue's name, your company's name, the queue's extension and the time. Then eight tiles:
| Tile | What it shows |
|---|---|
| Waiting | callers currently in the queue. It turns orange from 1 call and red from 5 |
| Max wait | the wait of the longest-waiting caller in the queue. Orange at 45 seconds, red at 2 minutes |
| Agents avail. | available agents, out of the number of connected agents |
| On call | agents in conversation |
| On break | agents on break |
| Answered | calls taken, a counter kept by the server |
| Abandoned | calls hung up while waiting, same counter |
| SLA | the queue's current service level, as a percentage |
Below, two panels. Queue lists callers in order: position, number, name if known, and wait time colour-coded on the same thresholds. When there's nobody: "No calls waiting." Agents lists connected agents with their name, number, state and number of calls taken. The five possible states are Available, On call, Ringing, On break and Unavailable. Agents on a call appear at the top, unavailable ones at the bottom of the list.
Steps to follow
- Open Modules, then Queues.
- On the queue's row, click the dial-shaped button, whose tooltip reads Wallboard.
- Click Copy, or Open to check right away what the page displays.
- Paste the address into the wall screen's browser and switch it to full screen.
- Check that LIVE stays displayed for a few minutes.
- Repeat for each queue you want to display: one link only shows one queue.
- The day the link has circulated, come back to this window and click Revoke, then reopen it to get a new one.
If it doesn't work
The page shows "Wallboard not found" and "The link is invalid or has been revoked." The address is incomplete, or the link has since been revoked. Go back to the queue in Modules, Queues, reopen the wallboard window and copy the link again.
RECONNECTING stays on screen. The screen can no longer reach the server. What's displayed is the last known state, frozen: don't make a decision based on it. Check the screen's network connection, then reload the page.
The Agents panel is empty even though the team is working. The wallboard only shows agents connected to this queue. On-demand agents who haven't logged in, or a team working on a different queue, will show an empty panel even though everything is fine.
The Answered and Abandoned counters don't match the reports. These aren't the same figures. The wallboard shows counters kept by the telephony server, reset to zero when the configuration is reloaded. The reports, on the other hand, count over the exact period you choose. For a daily figure, use the reports.
The wait shown keeps rising even though the call was just taken. The page only polls the server every five seconds and advances the counters in between. A lag of a few seconds on a state change is normal and clears itself.
The wallboard and the reports, product side
See the Queues and statistics page