The Wallboard shows how your call queues are performing: who's waiting, who's free, and whether you're answering fast enough. Put it on a screen your team can see. Open Contact center → Wallboard. The page is headed Contact center, with three tabs: Live, Callbacks and Analytics.
Who can see it: owners and admins, and members in any switchboard access group.
Note
Queue statistics are collected once intSignal has turned on queue reporting for your workspace. If the wallboard shows "No queue activity yet." while your queues are taking calls, contact intSignal.
Set your service-level target
SLA … s, in the header, is your answer-time target in seconds, 20 by default. Service level is the share of calls answered within that time. Change it to match your own target, such as 30 seconds. The figure resets to 20 when you reload the page.
Live
The Live tab updates every few seconds.
Across all queues: Calls waiting, Agents, Answered today, Abandoned today and Service level.
For each queue:
| Figure | Meaning |
|---|---|
| % SL | Today's service level for the queue |
| Waiting | Callers in line now |
| Longest | The longest current wait, in minutes and seconds |
| Avail | Agents free to take a call |
| Busy | Agents on a call, ringing or on hold |
| Offered | Callers who entered the queue today |
| Answered | Callers connected to an agent today |
| Aband | Callers who hung up while waiting today |
| ASA | Average speed of answer: the average wait of answered calls |
Service level is shown green at 90% or above, amber at 75% or above, and red below that.
If you see "Live agent/waiting state is unavailable… Showing today's ingested metrics.", the waiting and agent figures can't be shown at the moment, but today's totals are still up to date.
Time zone
"Today" starts at midnight UTC, and Analytics date ranges also use UTC. If you're in the US, today's figures reset in the late afternoon or evening, local time.
Analytics
The Analytics tab shows queue performance over time. Choose Today, 7d, 30d (the default), 90d, MTD (month to date) or YTD (year to date).
Totals: Offered, Answered, Abandoned with its percentage (red above 8%), Service level, ASA and Avg talk.
Volume trend: calls over the period, by day, or by month for ranges longer than about three months.
Per queue: Queue, Offered, Answered, Abandoned, SL, ASA, Avg talk and Max wait.
How the figures are worked out
| Figure | Calculation |
|---|---|
| Service level | Calls answered within your target ÷ all calls that reached an outcome (answered, abandoned or timed out) |
| Abandon rate | Abandoned calls ÷ the same total |
| ASA | Average wait of answered calls, in seconds |
| Avg talk | Average talk time of completed calls |
| Max wait | The longest wait of any answered or abandoned call |
Abandoned calls count against your service level, so a queue where many callers give up shows a low service level even if the calls that were answered were answered quickly.
Callbacks
Use Callbacks to keep a shared list of people waiting for a call back, so nobody's forgotten and nobody gets called twice. The tab's badge shows how many are waiting.
Log a callback
Enter the Phone number, choose the Queue (optional), and select Add. If the number is invalid you'll see "Enter a valid phone number to call back." A number that's already waiting for the same queue isn't added twice.
Return a call
Callbacks are listed oldest first, with the number, caller name, queue and how long they've been waiting.
- Select Call. The callback is marked as yours ("· Name is calling"), so colleagues can see it's being handled, and your browser phone dials the number. Your phone must be Ready with a confirmed 911 location.
- After the call, select ✓ to mark it done, or ✕ to cancel it.
If a colleague selected Call first, you'll see "That callback was just picked up by someone else."
Recently handled lists completed and canceled callbacks, and who handled each one. With nothing waiting, the tab says "No callbacks waiting. When a caller asks to be called back, they'll appear here."
Callbacks logged by hand are marked · logged. When intSignal has set up callback requests for your queues, requests from callers appear in the same list.
SLA breach alerts
Get an email when a queue falls behind, instead of watching the wallboard all day. Owners and admins select Alerts (the bell) on the Wallboard to open SLA breach alerts.
Turn alerts on
Tick Email supervisors when a queue breaches its SLA. Alerts are off by default.
Set the thresholds
| Field | Default | Meaning |
|---|---|---|
| Answer-within (SLA) | 20 s | Your answer-time target |
| Window | 30 min | The period each check looks back over |
| Min sample | 5 calls | A queue needs at least this many calls in the window before it can alert |
| Min service level | 80% | Alert if service level falls below this |
| Max abandon | 15% | Alert if abandoned calls rise above this |
| Max avg answer | 60 s | Alert if the average speed of answer goes above this |
| Cooldown | 30 min | How long before the same queue can alert again |
Choose who's notified
Under Notify, tick the people to email. "Leave all unchecked to notify workspace owners & admins."
Save
Save. You'll see "Saved."
Queues are checked every 5 minutes. The thresholds apply to every queue, and each queue has its own cooldown. The email is titled Queue SLA alert with the number of queues, and lists each queue's figures against your targets, ending "Open the Wallboard for live details."
Avoid alert fatigue
Set Min sample high enough that one abandoned call on a quiet afternoon doesn't set off an alert, and keep a Cooldown of at least 30 minutes.