Wallboard
What is Wallboard?
A wallboard is a real-time dashboard — often displayed on a large screen visible to an entire contact-center floor — showing live operational metrics like calls waiting, longest wait time, agents available versus on a call, and service-level attainment. Its purpose is shared situational awareness: agents and supervisors can see at a glance whether the queue is under control without opening a separate reporting tool.
More detail
Wallboards commonly use color-coded thresholds (green, yellow, red) so a queue backing up beyond a target wait time is visible from across the room, not just in a detailed report.
Modern wallboards are usually configurable per team or queue, letting a supervisor choose which metrics matter most for that floor rather than showing every available statistic at once.
Frequently asked
- What metrics does a typical contact center wallboard show?
- Common metrics include calls waiting, longest current wait time, agents available versus on a call or in wrap-up, and live service-level attainment against a target, often with color-coded alerts when a threshold is crossed.
- Is a wallboard the same as a supervisor's reporting dashboard?
- They're related but serve different purposes — a wallboard is a simplified, glanceable, real-time display meant for a whole floor to see at once, while a supervisor's dashboard typically supports deeper historical reporting and drill-down analysis.
See also
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