The Aloware Wallboard is a live dashboard in Aloware Talk that shows real-time contact center activity. Admins and supervisors can view call metrics, agent availability, and queued, live, and parked calls from one place.
Open the Wallboard in Aloware Talk at talk.aloware.io/wallboard. The agent list shows all agents in one view.
Overview metrics
Select Overview in the left sidebar to open Your Contact Center, a snapshot of today's activity. It shows these metrics:
Total calls, answered calls, and missed calls
Abandoned calls
Average talk time and average wait time
Total occupancy
Appointments set and reminders set
Texts received and texts sent
By default, the Wallboard shows today's date. Use the Select Line, Select Inbox, and Select Team filters to narrow the data.
Save default filters
Each user can save their own Line, Inbox and Team filters as defaults, so the Wallboard opens with those filters applied. Your defaults never change what other users see. Without defaults, the Wallboard shows stats for everyone. The default filter controls appear on Overview only.
To save your default filters:
Open the Wallboard and select Overview.
Select at least one Line, Inbox or Team filter. Set filters as default stays disabled until you do.
Click Set filters as default. The Default filters label appears in its place.
If you change a filter without saving, the Set filters as default button replaces the Default filters label. Unsaved changes are discarded: the next time you open the Wallboard, it loads your saved defaults.
To stop using defaults, click Clear default. The Wallboard then shows stats for everyone again.
If a line, inbox or team saved in your defaults is deleted, the Wallboard drops it from your defaults. The Agents view keeps your saved Inbox and Team filters but ignores the saved Line filter.
Choose a view
Use the Comfort and Compact toggle at the top right of the Your Contact Center panel to change the layout:
Comfort shows detailed metrics with more visual spacing.
Compact uses a condensed layout that fits more information on the screen.
Monitor views
The Monitor group in the left sidebar lists the live views below. Each item shows a count badge.
All
All is the first item under Monitor. It shows the Agents, Queued Calls, Live Calls, and Parked Calls tables on one scrolling page, in that order, so you can watch every section at once.
Each table keeps its own columns, sorting, and live refresh, and every row shows with no pagination. To focus on a single section, such as Queued Calls during a spike, select that item in the sidebar.
Agents
Shows each agent's current status, inbox, and last login, so you can see which agents are available, busy, on call, or offline.
Queued calls
Shows the calls waiting to be answered, including calls cold-transferred to a team inbox. You'll see the queue volume and how long callers have been waiting. A queued call stays visible until it is dispatched to an agent, answered, or abandoned.
Queued calls after a cold transfer
A cold transfer moves a call to another destination without keeping the original agent on the line. When an agent cold-transfers a call to a team inbox (a ring group) and no agent is available right away, the call enters a queue. On the Wallboard:
The call appears under Queued calls in a queued state while it waits.
When the call is dispatched to an agent, answered, or abandoned, the Wallboard updates to show that state.
Supervisors can follow the caller through the queue for the entire wait.
Lists all ongoing calls. Supervisors can monitor these calls in real time and listen in or terminate a call if needed.
A call transferred to an external number shows on the Wallboard while it rings, before the other party answers.
Shows parked calls. A parked call leaves Live calls and shows here. Any agent can pick up a parked call from this view, including a call a colleague parked.
Use the Agents board
Go to Monitor > Agents to track each agent's activity and status for performance tracking and workload management.
Use these controls to filter the list:
Select Line: View metrics for a specific phone line.
Select Inbox: Show agents in a specific inbox.
Select Team: Filter by team.
Search Agent: Find an agent by name.
Status: Filter agents by current status.
The Status dropdown includes All, Offline, Available, Busy, On break, Wrap-up, On call, Ringing, Auto Dial, and Sentry.
Status chips next to the filters show how many agents are in each status, such as Available, Offline, and Wrap-up.
Each row lists the agent's ID and name under Agents. Status shows what the agent is doing right now, and Status Duration shows how long they've been in that status. Inboxes shows which inboxes the agent is assigned to. Last Login shows when the agent last signed in, and Last Status Update shows when their status last changed.
These columns help you spot an agent who has been in one status for a long time or hasn't logged in recently.
