Before you start
- You need at least one queue with calls flowing through it for the wallboard to show anything meaningful.
Steps
1
Open the wallboard
In the left navigation, select Wallboard.
2
Read the agent-state tiles
Five tiles show how many agents are currently Available, Busy, Wrap-Up,
Break, and Offline.
3
Check the SLA banner
A banner appears when any queue is over its service-level target — it names the queue so
you know where to look first.
4
Check the longest-waiting caller
A spotlight tile shows the caller who has been waiting longest, with a live timer.
5
Read each queue's tile
Each queue has its own tile showing how many calls are waiting and its current
service-level percentage.
Verify
The tiles update as calls arrive and are answered — place a test call into a queue and
confirm its waiting count changes.
Common problems
- A queue shows no data. Confirm it has at least one member agent and a routing rule pointed at it.
- Numbers look wrong. See Metric definitions for exactly how each figure is calculated.