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Build a real-time wallboard

Put extension status, active calls and summary figures on a screen so your team can see what's happening at a glance.

Who this is for: admins and team leads

Before you start

  • Layout creation, editing and deletion depend on your permissions. Extension Grid and Live Calls also require Operator Panel access.
  • It helps to already have extensions, and ideally call queues, set up so there's live data for the widgets to show.

Steps

  1. In the left rail, select Home, then Wallboard.
  2. The first time you open it, select Create Your First Layout, give it a name, and it becomes your starting layout. You can create more layouts later from the layouts menu (the folder icon next to the layout selector): useful for different screens or teams.
  3. Select Edit in the top right to turn on edit mode.
  4. Select Add Widget and choose from the available widgets: Extension Grid (real-time extension status cards), Queue Stats (summary metrics), Live Calls (active calls with duration timers), KPI Counter (a single metric with colour thresholds), Call Volume Chart (hourly call volume), Clock / Marquee (a clock, scrolling text, or announcement), and Agent Leaderboard (top agents ranked by performance).
  5. With edit mode on, drag a widget by its handle to reposition it, or drag its corner to resize it. Select the settings (gear) icon on a widget to configure it: for example, choosing a KPI Counter metric and its colour thresholds, or sorting Live Calls by newest or longest first. Select the X on a widget to remove it.
  6. Select Edit again (it now reads View Mode) to lock the layout and stop accidental changes.
  7. Select TV Mode to go full screen: ideal for a dedicated wallboard display. If you have more than one layout, TV Mode shows playback controls to switch between them, or select the play icon to auto-cycle through all your layouts on a timer. Select the X to exit TV Mode.
  8. To rename, delete, set a default or share a layout with your team, select the folder icon next to the layout selector to open Manage Layouts.

Screenshot

Screenshot of the Wallboard in edit mode showing several widgets on the grid (Extension Grid, Queue Stats, Live Calls) with the Add Widget and TV Mode buttons in the toolbar.

Understand updates

Extension Grid and Live Calls use the same live updates as the Operator Panel. Those live updates stop immediately if the viewer's Operator Panel access is removed.

Summary widgets refresh on their own schedules: Queue Stats and KPI Counter every 10 seconds, Agent Leaderboard every 30 seconds, and Call Volume Chart every minute. Use Call Queues for current waiting callers and longest wait; the wallboard's Queue Stats widget does not currently provide those live values.

Ask Olivia

You can also ask Olivia, the in-portal assistant, to walk you through this.