Call Center Wallboard: Live Queue & Agent Performance Monitoring
The Wallboard is a real-time monitoring dashboard designed for call centers and teams. It displays live call statistics, agent availability, queue performance, and SLA metrics through configurable widgets on a drag-and-drop grid layout.
Table of Contents
- Access Wallboard
- Wallboard List
- Creating a New Wallboard
- Wallboard Settings
- Available Widgets
- Adding and Editing Widgets
- Widget Display Types
- Thresholds and Color States
- Preview and Sharing
- Common Use Cases
Access Wallboard
Log into PBX.IM Dashboard -> Go to Settings -> Select Wallboards
Wallboard List
The wallboard list page shows all configured wallboards in a table with the following columns:
| Field | How to use it |
|---|---|
| Name | The wallboard's display name. Click to open and edit the wallboard. |
| Description | A short description of the wallboard's purpose. |
| Time zone | The timezone used for displaying time on the wallboard. |
| Active | Shows whether the wallboard is active and accessible via public URL. |
From this page you can add new wallboards, search existing ones, or delete wallboards you no longer need.
Creating a New Wallboard
Click Add Wallboard on the wallboard list page. A new wallboard opens focused on Queue Calls by default, with a blank grid. If your account has queues configured, a default template with starter widgets is applied automatically using your first queue.
Enter a wallboard name and select one or more queues from the dropdown. All KPI widgets will reflect live data from the selected queues. Click Save to apply, or Cancel to discard changes and exit without saving.
Wallboard Settings
Open the settings sidebar by clicking the gear icon in the wallboard header. The following options are available:
| Field | How to use it |
|---|---|
| Active | Toggle to enable or disable the wallboard. Only active wallboards are accessible via public link. |
| Logo | Upload a custom logo (JPG, PNG, or WebP) displayed on the wallboard. |
| Name | The wallboard's display name. |
| Description | An optional description for the wallboard. |
| Timezone | Select the timezone for the wallboard clock and time-based statistics. |
| Time Format | Choose between 12-hour or 24-hour clock format. |
| Direction | Set text direction to LTR (left-to-right) or RTL (right-to-left) for Hebrew/Arabic support. |
| Time Shifts | Configure time shift offsets to view statistics from different time windows within the same board. |
| Theme | Choose between Light and Dark themes. The entire wallboard appearance updates accordingly. |
Click Apply to save settings changes to the wallboard. Use Share to copy the public wallboard link.
Settings changes are applied locally until you click the Save button in the header to persist them.
Available Widgets
The following widgets can be added to any wallboard:
| Widget | Description |
|---|---|
| SLA | Service Level Agreement percentage for selected queues based on queue SLA strategy. |
| Agent Calls | Leaderboard showing the number of calls answered by each agent (queue, inbound, outbound). |
| Call Volume | Total number of inbound calls over the configured time period. |
| Agents In Queues | Current number of agents logged into selected queues (real-time). |
| Agents Ready | Current number of agents in ready state, available to take calls (real-time). |
| Calls in Queues | Number of calls currently waiting in selected queues (real-time). |
| Longest Waiting Call | Duration of the longest waiting call across selected queues (real-time). |
| Call Types | Pie chart breakdown of answered vs. unanswered calls. |
| Average Wait Time | Average time callers wait before being answered. |
| Average Call Duration | Average length of answered calls. |
| Abandoned Calls | Number of calls dropped by callers before being answered. |
Real-time widgets (Agents In Queues, Agents Ready, Calls in Queues, Longest Waiting Call) show live values and do not support time shift offsets.
Adding and Editing Widgets
To add a widget:
- Click Add Widget in the wallboard header.
- A sidebar opens listing all available widgets.
- Drag a widget from the sidebar onto the grid, or click to place it.
To edit a widget, click on it in the grid. An edit sidebar opens where you can configure:
| Field | How to use it |
|---|---|
| Widget Name | Custom display name for this widget instance. |
| Queues | Select which queues this widget monitors. |
| Display Type | Choose how data is visualized (numeric, chart, gauge, etc.). Options vary by widget. |
| Threshold | Set warning and error threshold values for color-coded alerts. |
Additional widget actions:
| Action | How to use it |
|---|---|
| Hide a Widget | Click the widget's settings icon and toggle Visible off. The widget remains saved and can be re-enabled at any time. |
| Remove | Click the widget's settings icon and select Remove. |
| Rename | Click the widget's title directly, or open the settings icon and update the Label field. Press Enter to confirm. |
To remove a widget, use the delete action on the widget header.
The grid supports up to 8 rows. Widgets have minimum sizes that vary by type and cannot be resized below their minimum.
Widget Display Types
Different widgets support different visualization types:
| Display Type | Description |
|---|---|
| Numeric | Large number display with threshold-based color background. |
| Line Chart | Trend line showing values over time. |
| Column Chart | Vertical bar chart for time-series data. |
| Bar Chart | Horizontal bar chart for time-series data. |
| Gauge Chart | Circular gauge showing percentage values (used for SLA). |
| Pie Chart | Proportional breakdown (used for Call Types and SLA). |
| Leader Board | Ranked list of agents by call count (used for Agent Calls). |
Thresholds and Color States
Widgets use a three-state color system based on configurable thresholds:
| State | Meaning |
|---|---|
| Normal | Value is within acceptable range (green/blue tones). |
| Warning | Value has crossed the warning threshold (yellow/orange tones). |
| Error | Value has crossed the error threshold (red tones). |
Each threshold has a Range A (warning) and Range B (error) value. Some widgets like Abandoned Calls and Calls in Queues have reversed colors where higher values trigger warnings. Widgets automatically change color in real time as the live value crosses each threshold, no need to read the numbers to understand if something needs attention.
Preview and Sharing
| Action | How to use it |
|---|---|
| Preview | Click the expand icon to view the wallboard in full-screen mode. Press Escape to exit. |
| Copy Link | Click the link icon to copy the public wallboard URL to your clipboard. |
| Save | Click Save to persist all changes. The button is only enabled when unsaved changes exist. |
| Back | Navigate back to the wallboard list. If unsaved changes exist, you are prompted to save. |
The public wallboard URL can be displayed on TV screens or shared with team members. Only active wallboards are accessible via the public link. The link is read-only, anyone with it can view the live data but cannot edit the wallboard or access any other part of the account.
Common Wallboards Use Cases
Call center TV display -- Create a dark-theme wallboard with SLA, Calls in Queues, Agents Ready, and Longest Waiting Call widgets. Share the public link and open it on a wall-mounted screen for real-time team visibility.
Manager performance overview -- Build a wallboard with Agent Calls leaderboard, Call Volume chart, and Average Call Duration to monitor team performance throughout the day.
SLA compliance tracking -- Add SLA gauge widgets for each queue with thresholds set to your target service level. Use warning and error states to get immediate visual alerts when SLA drops below targets.
Multi-timezone operations -- Configure wallboard timezone to match your call center location. Use time shifts to compare current performance against earlier periods within the same board.
Abandoned call monitoring -- Add Abandoned Calls and Average Wait Time widgets with tight thresholds to quickly identify when caller drop-off rates are climbing, so staffing adjustments can be made.
Agent performance visibility -- Place a wallboard on a screen visible to agents showing Calls Answered, Average Talk Time, and Abandoned Rate for their queue, with thresholds set to clearly signal when targets are being hit.