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Updated: 12 February 2026

Call Center - Queue Analytics (Wallboard)

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Queue Analytics (Wallboard)

Table of Contents

 

What is Queue Analytics?

Queue Analytics (referred to as Wallboard) allows you to manage, share, and customize Queue/Agent statistics dashboards in one convenient location.

How to access Queue Analytics

Queue Analytics is accessible for Call Center Supervisor roles by clicking the Apps drop-down menu in the top-right corner of the Manager Portal, then selecting Queue Analytics.

Apps menu location

Or by clicking the Queue Analytics button on the dashboard:

Queue Analytics button on dashboard

The Queue Analytics page provides a toolbar for easy customization and creation of cards (individual windows containing the queue statistics of your choosing). These cards populate the Queue Analytics page, referred to as a board.

Queue Analytics toolbar

Analytics Toolbar Overview

As shown above, the Analytics Toolbar allows you to:

  1. Manage boards, share boards, check the version number, and log out.

    Toolbar menu

  2. Create a new board.

    Create new board

  3. Edit an existing board.

    Edit board

    Note: The toolbar becomes white when you are in editing mode.

  4. Copy a board.

  5. Delete a board.

  6. Board settings.

    Board settings

    Note: The Filters option within Board Settings allows you to view data only for a selected queue.

  7. Favorite a board.

  8. Share a board with others.

    Share board

  9. Enter full-screen mode.

  10. Return to Manager Portal apps.

How to Create a New Card

Creating a new card consists of selecting the card type, choosing the data to display, and optionally customizing the card style.

Add a card

To create a new card:

  1. Click Add a Card in the center of the screen.

    Add a Card button

  2. A blank card appears. Click Choose Type.

    Choose Type

  3. Select the Type of card. This determines how the information is displayed.

    Card type options

  4. Click the Data tab, then select + Add Data.

    Add data

    Tip: You can also use + Add Alert to trigger color changes or browser notifications when a threshold is crossed (browser notifications are configured under Board Settings).

  5. Select the Data you want displayed.

    Data list

    Note: Most data types include a help bubble with a description.

    Help bubble

  6. Click the green check to create the card. Additional breakdown and filter options are available in the left-side menu.

    Breakdown and filters

  7. When you’re finished making changes, click Save.

    Save button

Queue Analytics Card Types

Each card type can only be used with certain data/report types. When creating a card, you can choose the type, data, and style of how the information is displayed.

Line Chart Card Type is compatible with:

  • Abandoned Calls
  • Average Hold Time
  • Average Talk Time
  • Average Wait Time
  • Calls Handled
  • Calls Forwarded
  • Calls to Voicemail
  • Call Volume
  • Total Talk Time
  • Average Handle Time
  • Peak Active Calls
  • Calls Waiting
  • Abandon Rate
  • Service Level

Gauge Card Type is compatible with:

  • Active Calls
  • Calls Waiting
  • Longest Wait
  • Agents Online
  • Agents Idle
  • Abandoned Calls
  • Average Hold Time
  • Abandon Rate
  • Average Talk Time
  • Average Wait Time
  • Calls Handled
  • Calls Forwarded
  • Service Level
  • Total Talk Time
  • Calls to Voicemail
  • Call Volume
  • Custom Data Source (Provide data via a web resource)

Single Stat Card Type is compatible with:

  • Active Calls
  • Calls Waiting
  • Longest Wait
  • Agents Online
  • Agent Idle
  • Abandoned Calls
  • Average Hold Time
  • Abandon Rate
  • Average Talk Time
  • Average Wait Time
  • Calls Handled
  • Calls Forwarded
  • Service Level
  • Total Talk Time
  • Calls to Voicemail
  • Call Volume
  • Custom Data Source (Provide data via a web resource)

Table Card Type is compatible with:

  • Agents
  • Call Queues
  • Calls Waiting
  • Custom Data Source (Provide data via a web resource)

Grid Card Type is compatible with:

  • Agents

Note Card Type is a custom note.

iFrame Card Type requires the iFrame URL.

Once configured, a user can create a custom dashboard to easily view different queue statistics, as shown below.

Example board

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