Sync Wallboards for Call Queues provide a live, visual dashboard for displaying queue activity and performance. Wallboards are designed for shared visibility, making them useful for department screens, supervisor workstations, and teams that need a quick view of Call Queue status throughout the day.
Requirements and notes
- Wallboards are connected to Call Queues and may require the appropriate Call Queue permissions or licensing.
- Available queues and metrics depend on your company’s Call Queue setup.
- Wallboards are intended for shared visibility and live queue awareness.
- Use the Supervisor Panel when supervisors need to monitor agents or use live call controls such as Listen, Whisper, or Barge.
Access Sync Wallboards
Open Wallboards from the Sync desktop or browser app to launch the Wallboards dashboard in a dedicated browser tab.
- Open the Sync desktop or browser app.
- Click your profile icon in the top right corner.
- Click the Wallboards icon.
A new browser tab opens and launches Wallboards using your net2phone Sync credentials.
Select a Call Queue
Choose the queue you want to display live activity and Call Queue statistics from the selected Call Queue.
Understand live queue activity
Wallboards update throughout the day to show current Call Queue activity. Use the main Wallboard display to quickly check waiting calls, active calls, and agent availability.
Calls waiting
The Wallboard shows when callers are waiting in the selected Call Queue.
Available agents
The Wallboard shows how many agents are currently available to receive queue calls.
Active calls
The Wallboard shows when queue calls are actively being handled.
Switch Wallboard views
Wallboard views control how queue data appears on screen. Use the view that best matches how your team reviews live Call Queue activity during the workday.
Agents view
The Agents view displays agent availability and queue participation for the selected Call Queue. Wallboards open to the Agents view by default.
Calls view
The Calls view displays current call activity for the selected Call Queue, including active calls and calls waiting in the queue.
Adjust the Wallboard period and time interval
Period and time interval settings help narrow the Wallboard data when you want to review activity from a specific window instead of only relying on the current live display.
- Click the Period dropdown.
- Select the reporting period you want to review.
- Click the Time dropdown.
- Select the time interval for the Wallboard display.
Review Wallboard metrics
Wallboard metrics provide a shared summary of Call Queue activity for the selected queue, period, and time interval. Available metrics may vary depending on your company’s Call Queue setup and the selected Wallboard view.
| Metric | Description |
|---|---|
| Calls Waiting | The number of callers currently waiting in the selected Call Queue. |
| Calls Handling | The number of queue calls currently being handled. |
| Available Agents | The number of agents currently available to receive queue calls. |
| Handling Agents | The number of agents currently handling queue calls. |
| Signed In | The number of agents currently signed in to the queue. |
| Signed Out | The number of agents currently signed out of the queue. |
Use Wallboards for shared visibility
Wallboards are most useful when they are visible to the people responsible for queue performance. A department may keep a Wallboard open on a shared monitor so agents and supervisors can see current queue activity without opening individual reports or management panels.
- Display a customer support queue on a mounted office screen.
- Keep a supervisor workstation open to live queue activity.
- Track queue volume during peak business hours.
- Give agents visibility into waiting calls and service-level performance.
Wallboards and the Supervisor Panel
Wallboards provide shared, real-time visibility into Call Queue statistics. They are useful for department screens, team dashboards, and operational monitoring.
The Supervisor Panel is used for active supervision during live calls, including Listen, Whisper, and Barge controls.
Troubleshooting
Use the following table to resolve common Wallboard access and display issues.
| Issue | What to check |
|---|---|
| Wallboards are not visible | Confirm your user has the required Call Queue access, permissions, or licensing. |
| A queue is missing | Confirm you have access to the Call Queue you want to display. |
| Metrics look incorrect | Refresh the Wallboard and confirm the selected queue, period, and time interval are correct. |
| The Wallboard does not update | Refresh the browser tab and confirm your internet connection is stable. |