What is Aloware wallboard?
Aloware wallboard is a live dashboard that helps contact center teams monitor real-time activity, track key performance metrics, and make data-driven decisions. Admins and supervisors can view live call stats, agent availability, queued calls, and more—all from a centralized interface.
Key metrics displayed in Aloware wallboard
Stay updated with real-time data
Aloware Wallboard provides instant access to essential metrics that directly impact your team's success. You can monitor key information such as the
Number of total calls
Number of answered calls
Average wait time
Appointment sets, and more
With real-time analysis of these metrics, you can make informed decisions that boost team performance and productivity.
Comprehensive contact center overview
With the contact center overview feature, you get a full view of your daily communications, including:
Total calls, answered calls, and missed calls
Abandoned calls
Average talk and wait time
Total occupancy
Appointments set and reminders set
Texts received and texts sent
This holistic overview allows you to analyze trends, identify areas for improvement, and make informed decisions to optimize your contact center operations.
Choose a wallboard view
Aloware offers two display options depending on how much detail you want to see:
Comfort view shows detailed metrics with more visual spacing.
Compact view provides a condensed layout that fits more information on the screen.
Choose your preferred view using the toggle in the top-right corner of the Wallboard.
View the wallboard status panel
The status panel gives you live insight into your contact center’s performance. Here's what each section tracks:
Monitor
This section provides a snapshot of real-time metrics like total calls, answered calls, and average wait time. It’s ideal for supervisors monitoring overall performance.
See each agent's current status, ring group, and last login. This section helps you identify which agents are available, idle, or in a call.
Track how many calls are waiting to be answered. You’ll see the queue volume and how long callers have been waiting.
This section lists all ongoing calls. Supervisors can monitor these calls in real-time and take actions like listening in or terminating the call, if needed.
See which calls are on hold. Agents can pick up parked calls from this view to ensure no customer is left waiting too long.
Use the agent monitoring board
In the Monitor > Agents Board, you’ll find detailed information about each agent’s activity and status. This section is useful for performance tracking and managing workload.
By default, the Wallboard shows today's date. You can filter the displayed data using the available controls:
Select ring group to show agents in a specific ring group.
Select line to view metrics tied to a specific phone line.
Search agent to find a specific agent by name.
Status field to filter agents by current status (e.g.,available, busy, offline).
Each row includes columns such as:
Agent ID
Name
Current status
Time in current status
Assigned ring groups
Last login time
Last status update
With Aloware Wallboard, you can optimize your contact center's performance, make data-driven decisions, and drive exceptional customer experiences. It's the ultimate tool for streamlining operations and maximizing productivity.