Running the desk
Put the wallboard on a screen
Show the desk live in large numbers that turn amber and red, build layouts of rotating slides, and run them full screen on a wall display.
Steps
Know what it does
Wallboard shows the desk right now in large numbers that turn amber, then red, as they cross their lines, so anyone in the room can see at a glance whether customers are waiting too long. It is meant for a screen on the wall or a second monitor. Supervisors and administrators see it in the menu. It comes in two forms: the operations board that opens first, and Custom layouts, slides of tiles you build yourself.
Set the amber and red lines
An administrator opens Analytics settings and, under Time zone and service targets, sets Waiting contacts: amber at, Waiting contacts: red at, Longest wait (seconds): amber at, Longest wait (seconds): red at, Abandon rate (%): red at and Answer speed (seconds): red at. The amber lines for abandon rate and answer speed are the Abandon limit (%, amber on the wallboard) and the Answer-speed target (seconds, amber on the wallboard). Choose Save. The time zone set there decides when the board's day starts.
Read the operations board
The top row shows Waiting (with how many are in progress), Longest wait, Agents ready (red when nobody is ready while customers wait), the service level today against its target, Abandon rate today, Answer speed today and Contacts today with a line of contacts per hour. Below, Queues lists each queue with the longest wait first, and Agents shows everyone online with their state; an agent handling work shows how many items are active.
Check that it is live
The board says Live while updates arrive. Queue and agent figures update as routing and presence change, and every 10 seconds in any case; today's service level, abandon rate and answer speed refresh every 30 seconds. If nothing has arrived for 30 seconds, the board shows No update: check the screen's network connection and that its session is still signed in.
Build a custom layout
Choose Custom layouts. Under New layout, enter a Layout name and Rotate every (seconds, 0 to stay). Tick Make this the default if the layouts page should open with it. For each slide, enter a title and tick its tiles: Queues, Agents, Channels, Service, Responsiveness, Handling, Dialler, Alerts, Topics or Revenue today. Add slide adds another. Choose Save layout. Building and deleting layouts needs a role that manages the wallboard; supervisors and administrators have it.
Know what each tile shows
Queues and Channels show waiting, longest wait and assigned work for each queue or channel. Agents counts agents by state and how many are on the dialler. Service shows service level, abandon rate and open SLA breaches; Responsiveness first response and average response time; Handling average handle time and occupancy. Dialler shows each campaign's Calls placed, Answered and Abandoned (of answered) today. Alerts lists alert rules firing now. Topics shows the week's top topics, and Revenue today the outcomes and revenue recorded today.
Switch between layouts
On Custom layouts, pick a saved layout under Layout. With several slides and a rotation set, the board steps through them; the dots under the title show which slide is on. When an alert fires, its message appears above the slides. To remove a layout, choose Delete beside it in the list.
Use TV mode
Choose TV mode on the operations board or on a layout. It hides the menus and enlarges the figures. Choose Full screen to fill the display, and Exit TV mode to return. A layout's TV mode shows that layout; the operations board's TV mode shows the operations board.
Put it on a wall screen
Connect a computer or a small PC to the screen and open the console in its browser. Sign in as a user whose role can see the Wallboard: everyone in the room sees what that user may see. Open the board or layout you want, choose TV mode, then Full screen. Bookmark that page, or set it as the browser's start page, so the screen returns to it after a restart.
Show your dashboards on a screen instead
A dashboard can also go on a screen. On Dashboard, choose More, then TV mode. It shows your dashboards full screen with a clock and moves to the next one every 30 seconds; Pause rotation holds the current one and Resume rotation starts again. See Read analytics and build dashboards and reports.
Good to know
- There is no separate screen login: the wall screen uses an ordinary signed-in session. When the session ends (by default 12 hours after sign-in), the screen shows the sign-in page and someone signs in again. If the user has two-step verification, that person needs their code.
- Choose the user for a wall screen with care: the board shows every queue and agent that user's role can see, to anyone who walks past.
- Without saved lines, the board uses built-in ones: waiting contacts amber at 4 and red at 8, longest wait amber at 60 and red at 120 seconds, abandon rate amber at 5 % and red at 10 %, answer speed amber at 30 and red at 60 seconds.
- A layout has 1 to 8 slides and each slide 1 to 8 tiles, each tile once per slide. The rotation is 0 (stay on the first slide) or 5 to 300 seconds. An account keeps up to 30 layouts, each with its own name; a name already used is refused.
- The Topics and Revenue today tiles read conversation insights and recorded outcomes. If that feature is off for your account, the tile shows a message instead of figures.
- A layout board refreshes every 5 seconds and as routing, presence and the dialler change.
- Wallboards are part of every plan. With Wallboards switched off on Feature access, the page is hidden and the Live queues and Agent states widgets disappear from dashboards.
Still stuck?
Write to hello@ringura.com, or use the contact page, and say which guide you were following.