The Queue Overview Wallboard shows all available queues.

To view each queue wallboard:

1. Click on Queue Overview from the Wallboard menu.

The queue wallboard then opens in a new browser tab.

Wallboard Columns

At the top of the screen are the wallboard columns, which show you information about how many agents are in a queue, the number of active calls in different call types, and your queue stats.

Agents

Shows the number of logged in agents, increasing as they log in to queue and decreasing when logging out of a queue. Agents on call shows the number of agents in call from perspective of the queue.

• Logged In Agents: The number of agents currently logged into that queue. Increases as agents log in to queue and decreasing when logging out of a queue.
• Waiting Agents: How many agents waiting who are currently waiting and not in a call. Decreases when agents either log out or answer a call.
• Agents On Call: Shows the number of agents in call from perspective of the queue.
• Paused: The number of agents who are paused in a queue. Decreases when agents unpause.

Live Calls

These columns show the number of active calls for the different call types such as ABOP, IVR, VO:

• ABOP Live: Increases for the duration a caller is sent to ABOP and decreases when finished.
• IVR Live: Increases for the duration a caller is sent to IVR and decreases when finished.
• VO Live: Increases for the duration a caller is sent to Virtual Operator and decreases when finished.
• Waiting Calls: Displays how many unanswered calls are in the queue.
• Longest Waiting Caller: The amount of time the longest waiting caller has been waiting for in a queue.
• Calls with Agents: Shows the number of agents in call from perspective of the call. If a call is transferred elsewhere, this stat does not decrease. Whereas, the 'Agents on Call' stat would decrease as the agent no longer has the call.

Queue Stats

Shows statistics for completed calls, including:

• Total ABOP Calls: Total number of completed ABOP calls in a queue.
• Total IVR Calls: Total number of completed IVR calls in a queue.
• Total VO Calls: Total number of completed VO calls in a queue.
• Answered Calls: Total number of answer calls in a queue.
• Missed Calls:  Total number of missed calls in a queue.
• Answer Rate: Total number of inbound calls in a queue.
• Total Inbound Calls: Total number of inbound calls in a queue, increasing after a call is finished.
• Avg Call Length: The average call length within a queue, displayed in minutes and seconds.
• Avg Ring Time: The average ring time before a call is answered within a queue, displayed in minutes and seconds.
• Max Call Length: The highest call length within the queue, displayed in minutes and seconds.
• Max Ring Time:  The highest ring time before a call is answered within a queue, displayed in minutes and seconds.

Configuring the Wallboard

You can modify the wallboard by hovering in the top-left corner and selecting one of the three options.

Local Wallboard Config

Open the Gears icon to modify the settings for your wallboard. These settings are saved locally, only your system.

• Queue Rotation: Toggle on to enable queues on the queue threshold rotating up the queue wallboard.
• Queue Rotation Interval: If 'Queue Rotation' is enabled, the value here changes how often each rotation occurs (in seconds).
• Queue Rotation Threshold: Set how many queues are needed to trigger the rotation.
• Group Rotation: Toggle on to enable rotation of your queue groups.
• Group Rotation Interval: Set how frequent (in seconds) rotation is of the queue groups.
• Colour Theme: Change the theme between light and dark mode.

Column Config

Open the Bar Chart icon to modify the following column settings:

• Warning Threshold: A minimum value that must be reached before the stat is highlighted in yellow. This setting is useful for highlighting mildly problematic statistics. 
• Alert Threshold: A minimum that must be reached before the stat is highlighted in red. This setting is useful for highlighting very problematic statistics.

• Visible: Enable or disable the visibility of specific stat columns in the queue wallboard.
   

  Note: The 'Answer Rate' reports a number below the threshold, whereas, all other statistics report numbers above the threshold.

Queue Group Config

Open the Stack icon to configure Queue Group settings. Here you can add and configure your queue groups, which are added to the queue wallboard when saved. 

To create a queue group, use the 'Add Queue Group' button. A new input field will appear where you can enter a name for the queue group. Use the 'Add Queue' button to select queues from the dropdown menu to add them to the group.

Added queues will appear next to 'Queues in Group'. You can add up to 20 queues per queue group. You can remove a queue by clicking the 'x' on each queue.

You can remove queue groups by clicking the Bin button adjacent to the queue group.

Ensure to press 'Save' to apply your changes to the wallboard.

Queue groups appear below the column header on the wallboard. Depending on your settings, they may rotate between which queue group is actively open on the screen. 

To manually open a queue, simply click the name of the queue group. The currently open queue group is highlighted with a green background.