Help index · Call flow / IVR
Live wallboard and schedules
See who is available, on a call, or out of office, plus queue depth and missed today.
Admin → Wallboard (/admin/wallboard) polls every 3 seconds.
Agents
- Available — not on a call, not out of office, inside weekly hours
- On a call — live row in the call log
- Out of office — their toggle
- Off schedule — outside weekly hours (Workforce schedules)
Queues
Depth and average wait come from ringing/initiated calls tied to queue members. Missed today counts missed call-log rows since midnight.
Skills
On Call queues, give members optional skill tags and a required skill. Matching agents ring first, then everyone else.
Weekly hours
On Users, set Mon–Fri hours and what happens outside them: keep ringing the desk, find-me/cell, or voicemail.