Wallboard
A real-time contact center wallboard for the floor TV and for Flex. One renderer draws the same board in both places:
- On a TV or any browser, through a revocable link, without a Flex login. See Showing a board on a TV.
- Inside Flex, as a live preview with a full-screen Present mode.
Boards are built from tiles: big numbers, bullet graphs, charts, a queue table, agent cards, a waiting list, a clock and more. Supervisors edit boards in Flex by dragging and resizing tiles, or describe a tile in plain words and let the AI build it.
The default board
New installs start with the Contact Center Overview board: 10 tiles on a 12 × 8 grid.
- Live KPIs: waiting now and longest wait.
- Today's KPIs: service level as a bullet against its target; abandon rate, handled, ASA and AHT, each with a delta against yesterday.
- Agents: a state bar (on task, wrapping, available, unavailable).
- Queue table: live per-queue numbers next to today's numbers.
- Volume: offered vs handled by hour, with yesterday overlaid.
Other templates cover queue health, the agent floor, a day summary for leadership and the outbound dialer. See Boards and the editor.
Where it lives in Flex
Supervisors and admins open the boards from the Flex side navigation:
- as the TV boards section of the Supervisor Console when that feature is enabled;
- otherwise as a Wallboard item of its own.
Agents do not see the wallboard in Flex.
Where the numbers come from
- Live numbers (waiting, longest wait, agents by state) come from TaskRouter real-time statistics, polled by one tokin-api instance. Screens only read Postgres, so adding TVs never adds Twilio API calls.
- Historical numbers (service level, abandons, ASA, AHT, trends) come from TaskRouter events that Event Streams posts to tokin-api. They use the same metric definitions as Reports and the Supervisor Console, so a number on a TV, at a supervisor's desk and in a report over the same period is the same number.
- Dialer tiles read the outbound dialer engine. See Data sources and setup.
In this section
| Page | Covers |
|---|---|
| Boards and the editor | Templates, editing, board settings, alert colours, broadcast banners |
| Tiles and metrics | Tile options, chart types and every metric a tile can show |
| Showing a board on a TV | TV links, rotation, the kiosk page |
| AI tiles | Building tiles from a sentence, the AI shift summary |
| Data sources and setup | Enabling the feature, Event Streams, the TaskRouter collector, dialer tiles |
| API | The /wallboards endpoints |