Data sources and setup

The wallboard is part of the Floor Walker service; we connect its data sources at installation (see Platform). It has three:

Source	Feeds	Needs
TaskRouter real-time statistics	Live numbers: waiting, longest wait, agents by state	Nothing beyond the Twilio access Floor Walker already has
Event Streams	Historical numbers: service level, abandons, ASA, AHT, trends, active interactions, the waiting list	An Event Streams sink in your Twilio account, created at installation
The outbound dialer	Dialer tiles	The Outbound Dialer

Enable the feature

Turn the plugin feature on in the Flex configuration:

"wallboard": {
  "enabled": true
}

The optional kiosk_url changes the address TV links point to. By default it is https://<your-floor-walker-host>/wallboard/.

With the Supervisor Console also enabled, the boards appear as its TV boards section instead of a separate side navigation item.

Live numbers: TaskRouter statistics

Floor Walker reads TaskRouter's queue and workspace real-time statistics, and the workers list once a minute, in one place, and keeps a per-minute history for trend lines. Boards, TVs, Flex views and the supervisor console all read that copy, so the number of screens never changes the number of Twilio calls.

Twilio API budget

• Cadence: about 0.4 requests a second while a board is watched (every 5 seconds), and one poll a minute when nobody watches.
• Rate limit: at most 1 request a second by default, with short bursts.
• Throttling: when Twilio answers with a rate-limit or server error, Floor Walker backs off and honours Retry-After. Repeated failures pause reading for two minutes.
• Filtered list endpoints, which Twilio limits to 3 requests a second, are never used.
• Shared limits: the outbound dialer reads the same account. If your account is close to Twilio's API limits, tell us before raising the wallboard's request rate.

The Flex view explains, once per visit, why numbers may be missing or old: no Event Streams sink, no events in the last hour, or delayed live numbers.

Historical numbers: Event Streams

At installation we create an Event Streams webhook sink in your Twilio account that sends Floor Walker:

• TaskRouter task, task-queue, reservation and worker-activity events;
• Studio flow execution events, which Reports use for IVR journeys.

The sink is separate from the dialer's sink. Do not delete or change either of them.

Metrics start counting when the sink starts delivering. The wallboard itself has no backfill; the reports can import the last 30 days from TaskRouter, which also fills the wallboard's history. See Setup and backfill.

Raw events are kept for 7 days. The numbers built from them are kept as long as the reports keep them.

Outbound dialer tiles

With the dialer installed, the editor offers dialer tiles and the Outbound dialer template. Without it, they are hidden.

• One read, many screens: the dialer's numbers are read once and shared across tiles, boards and TVs for 5 seconds.
• Dialer unavailable: tiles keep the last good numbers for two minutes, then show "dialer not reachable".

AI

AI tiles need AI to be enabled for your environment. See AI tiles.

Demo mode

In demo mode (switched on by us on request), a simulated contact center feeds every board, and demo boards and a demo TV link are created. Real Event Streams deliveries are ignored meanwhile.

For a quick look without any data, open the kiosk with ?demo=1 (see Kiosk URL options).

Defaults

These are set for your environment at installation; contact us to change them.

Setting	Default
Timezone that defines "today" for new boards, the supervisor console and the reports	Your contact center's timezone
Live numbers refresh while a board is watched	Every 5 seconds
Live numbers refresh when nobody watches	Every minute
Twilio request rate for live numbers	1 request a second
Short-abandon threshold	5 s; queues can override it in Service level settings
Service level threshold and target	20 s and 80 %, shared with the reports and the supervisor console; queues can override them
Raw event retention	7 days