Wallboard
The live state of the floor, and the lines this workspace can be reached on.
The wallboard is the Contact centre landing page and it is the state of the floor. It refreshes on a short interval and shows a live indicator while it does, so you never have to wonder whether you are reading a stale screen.
There is no personal control on this page. Your own status lives in your account menu, on every screen.
The four figures
| Figure | What it counts |
|---|---|
| Longest wait | The longest anybody has been waiting, across every queue. A dash means nobody is. |
| Waiting now | How many pieces of work are waiting. |
| On the floor | Everybody who is not offline, including people who are busy or wrapping up. |
| Completed today | Work finished today. |
Read Longest wait before Waiting now. Six people waiting a minute each is a busy floor; one person waiting eleven minutes is a problem, and the count alone will not tell you which you have.
Queue depth and agent states
Two panels underneath break the totals down. Queue depth and longest wait is per queue, so you can see which lane is the one struggling. Agents by state counts everybody as online, away, wrapping up or offline.
The board also reports people who are counted as on the floor but cannot take another piece of work, because their capacity on that channel is held by work already in progress. It says how many, and an admin can ask to see who.
That figure is the one that explains an otherwise baffling board: people online, work waiting, nothing moving. It is usually work that was accepted and never completed, which the person concerned can clear in seconds from My work once they know.
Lines and readiness
Below the board sits Lines and readiness: the numbers customers reach this workspace on, and whether voice is configured to answer them. Incoming calls ring in the call bar, which follows you around the app rather than living on this page.
Where voice is connected but incomplete, the card names what is missing rather than showing a generic warning: the routing mode in effect, whether calls can currently only take a voicemail, and any missing credentials by name.
That specificity is the point of the card. A silent floor has three quite different causes, and the wallboard and this card between them tell you which one you have:
- no queues, so nothing can be routed,
- no number connected, so nothing can ring,
- voice configured but incomplete.
Numbers are claimed and routed under Phone.
A workspace with no queues
A new workspace gets an explanation rather than four zeros: what a queue is, why nothing can be routed until one exists, and a route to create one for admins. Everyone else is told an admin can make one.