> For the complete documentation index, see [llms.txt](https://atlas.anywhere.now/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://atlas.anywhere.now/use/existing-dialogue-cloud-neo-connect-apps/wallboard/views-reference.md).

# Wallboard views reference

Understand Wallboard views and the values they show.

Wallboard views show real-time UCC, skill, agent, call-history, SLA, and reason-code information. The exact view you see depends on how Wallboard is configured for your organization.

Wallboard uses simplified statistics compared with SQL CDR database-based Power BI reports and [Dialogue Insights](/use/monitor-and-report/dialogue-insights.md) reporting, so values may not match one-to-one.

## View 1: Default

The default view adapts to the current conversation load:

* Low load shows up to 10 concurrent conversations.
* High load shows up to 30 concurrent conversations.

The top area shows skills that have `ShowOnWallboard` enabled. It can show queue percentage, available-agent icons per skill, or available-agent names per skill.

The center area shows calls connected to the UCC, including incoming calls, queued calls without agents, queued calls being hunted, calls connected to an agent, and calls in Quality Monitor.

<figure><img src="https://67037690-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FkDTnqL8OqnJFQgFg9eQ6%2Fuploads%2Fgit-blob-cf33eebaaaa2d3f4fbaed39bef8062b3cee9d6c1%2Fwallboard-view-1.jpg?alt=media" alt="Wallboard View 1 showing skills, active calls, agent counts, call history, and SLA information"><figcaption></figcaption></figure>

### Agent overview

The agent overview shows real-time agent counts.

| Item         | Meaning                                                                                                         |
| ------------ | --------------------------------------------------------------------------------------------------------------- |
| Total Agents | Informal agents plus signed-in formal agents.                                                                   |
| Available    | Informal or signed-in formal agents with Available status, not in discharge duration, and with an audio device. |
| Busy         | Informal or signed-in formal agents with Busy status and an audio device.                                       |
| Away         | Informal or signed-in formal agents with Away status and an audio device.                                       |
| Offline      | Informal agents, signed-in formal agents with Offline status, and agents in discharge duration.                 |

### Call history overview

The call history overview shows daily call statistics.

| Item           | Meaning                                                                 |
| -------------- | ----------------------------------------------------------------------- |
| Green circle   | Accepted conversations today.                                           |
| Answer in 30s  | Accepted conversations today with a queue time shorter than 30 seconds. |
| In a Call      | Active accepted conversations.                                          |
| Red circle     | Missed conversations today with a skill.                                |
| Decline in 30s | Missed conversations today with a queue time shorter than 30 seconds.   |
| AVG Decline    | Average number of seconds before conversations disconnected today.      |
| Yellow circle  | Average queue time of accepted conversations.                           |
| Longest wait   | Longest queue time of accepted conversations today.                     |
| Calls waiting  | Active conversations in the queue.                                      |

These numbers include inbound, outbound, and direct conversations.

### SLA

The SLA area shows UCC SLA information for today.

| Item      | Meaning                                                                               |
| --------- | ------------------------------------------------------------------------------------- |
| `<20 sec` | Accepted conversations today with a queue time shorter than 20 seconds.               |
| `<2 min`  | Accepted conversations today with a queue time shorter than 2 minutes.                |
| `>2 min`  | Accepted conversations today with a queue time longer than 2 minutes.                 |
| SLA       | Accepted within the configured threshold divided by accepted today plus missed today. |

## View 2: Skills / Grid

The Skills / Grid view focuses on individual skills.

| Item          | Meaning                                                                        |
| ------------- | ------------------------------------------------------------------------------ |
| SLA           | Percentage of incoming calls for the skill compared to the overflow threshold. |
| Skill name    | Name of the skill.                                                             |
| Calls Waiting | Calls waiting to be answered for the skill.                                    |
| Longest Wait  | Active longest waiting time for a call for the skill.                          |
| Average Wait  | Active average waiting time for a call for the skill.                          |
| Agents        | Total agents available for the skill.                                          |
| On a Call     | Agents in a call for the skill.                                                |

This view also uses the call history, agent overview, and SLA areas described for View 1.

<figure><img src="https://67037690-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FkDTnqL8OqnJFQgFg9eQ6%2Fuploads%2Fgit-blob-c887079a863b699f7e707311dc8d3dce27fda249%2Fwallboard-view-2.jpg?alt=media" alt="Wallboard View 2 showing skill rows with calls waiting, wait times, and agent availability"><figcaption></figcaption></figure>

## View 3: Multi UCC

The Multi UCC view tracks multiple UCCs. UCCs can be shown as one UCC per line or as grouped UCCs.

<figure><img src="https://67037690-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FkDTnqL8OqnJFQgFg9eQ6%2Fuploads%2Fgit-blob-6331e212c936547f5fd28f59f11821275cf69de4%2Fwallboard-view-3-multi-ucc.jpg?alt=media" alt="Wallboard View 3 showing real-time metrics for multiple UCCs"><figcaption></figcaption></figure>

| Item          | Meaning                                                                                              |
| ------------- | ---------------------------------------------------------------------------------------------------- |
| UCC Name      | Name of the UCC or group.                                                                            |
| Calls         | Active accepted calls by the UCC or group.                                                           |
| Calls Waiting | Calls waiting to be hunted.                                                                          |
| Available     | Available agents within the UCC or group.                                                            |
| In a Call     | Agents in a call within the UCC or group.                                                            |
| Away          | Agents with Away status within the UCC or group.                                                     |
| Busy          | Busy agents within the UCC or group.                                                                 |
| Overflow      | Agents with skill scores between configured values.                                                  |
| Queue time    | Calls with waiting times shorter than 20 seconds, shorter than 2 minutes, and longer than 2 minutes. |
| SLA           | Current service level, using the configured default or alternative calculation.                      |

View 3 numbers include inbound, outbound, direct conversations, and forwarded calls.

## View 4: Agents

The Agents view shows queued calls on the left and agents per skill on the right. Each row is a UCC and skill combination. There can be up to two rows.

This view includes daily call statistics and an agent overview similar to View 1.

<figure><img src="https://67037690-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FkDTnqL8OqnJFQgFg9eQ6%2Fuploads%2Fgit-blob-ad9a57585b2cfd9ecc5c15e138547dd6e9efd8f1%2Fwallboard-view-4-agents.png?alt=media" alt="Wallboard View 4 showing queued calls and agents grouped by skill"><figcaption></figcaption></figure>

For SLA, only inbound calls are counted, not forwards.

## View 5: Statistic

The Statistic view gives supervisors statistical information for a UCC.

<figure><img src="https://67037690-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FkDTnqL8OqnJFQgFg9eQ6%2Fuploads%2Fgit-blob-d6cf963fab8efa5c3f30738c2b1fae2556c0716d%2Fwallboard-view-5-statistic.jpg?alt=media" alt="Wallboard View 5 showing service level, waiting calls, longest wait, and agent statistics"><figcaption></figcaption></figure>

| Item              | Meaning                                                                               |
| ----------------- | ------------------------------------------------------------------------------------- |
| Servicelevel      | Accepted within the configured threshold divided by accepted today plus missed today. |
| Waiting           | Active conversations in the queue.                                                    |
| Longest Wait      | Longest active waiting conversation.                                                  |
| Agents in call    | Active accepted conversations.                                                        |
| Agents with break | Agents with the configured break reason code.                                         |
| Abandoned         | Percentage of abandoned calls for the UCC.                                            |
| Total             | Total conversations.                                                                  |

## View 6: Reason Code Rows

The Reason Code Rows view shows which reason codes agents are currently in. Each row is a reason code.

<figure><img src="https://67037690-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FkDTnqL8OqnJFQgFg9eQ6%2Fuploads%2Fgit-blob-743528b105e85f2272c1bdcff9f5e0e380595258%2Fwallboard-view-6-reason-code-rows.jpg?alt=media" alt="Wallboard View 6 showing agents grouped in reason-code rows"><figcaption></figcaption></figure>

This view can show:

* The first row as `InCall`.
* The second row as `Discharge`.
* How long each agent has had the status, in `hh:mm:ss`.
* Either average handling time or total calls today as an additional value.

This view also uses the agent overview, call history, and SLA areas described for View 1.

## View 8: Multi UCC Group

The Multi UCC Group view tracks multiple UCCs in a single group.

<figure><img src="https://67037690-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FkDTnqL8OqnJFQgFg9eQ6%2Fuploads%2Fgit-blob-a6084872527ee0c44b4f423394e062260f674a7b%2Fwallboard-view-8-multi-ucc-group.jpg?alt=media" alt="Wallboard View 8 showing grouped Multi UCC statistics"><figcaption></figcaption></figure>

| Item             | Meaning                               |
| ---------------- | ------------------------------------- |
| UCC Display name | UCC name from the configuration file. |
| Calls            | Accepted calls.                       |
| Missed Calls     | Missed calls.                         |
| Calls Waiting    | Current waiting calls.                |
| Longest Wait     | Current longest waiting call.         |
| Queue Time       | Queue times of accepted calls.        |
| SLA              | SLA percentage of accepted calls.     |
| Available        | Available agents.                     |
| In a call        | Agents in a call for this UCC.        |
| Away             | Away agents.                          |
| Busy             | Busy agents.                          |

## View 9: Reason Code Columns

The Reason Code Columns view shows which reason codes agents are currently in. Each column is a reason code.

<figure><img src="https://67037690-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FkDTnqL8OqnJFQgFg9eQ6%2Fuploads%2Fgit-blob-4b594c1f5f43dfcb8d875023de783530648dec08%2Fwallboard-view-9-reason-code-columns.jpg?alt=media" alt="Wallboard View 9 showing agents grouped in reason-code columns"><figcaption></figcaption></figure>

This view can show:

* The first column as `InCall`.
* The second column as `Discharge`.
* The last column as `Other`.
* How long each agent has had the status, in `hh:mm:ss`.
* Either average handling time or total calls today as an additional value.

## Why Wallboard values can differ from reports

Wallboard is designed for a real-time operational view. It simplifies some statistics compared with SQL CDR database-based Power BI reports and [Dialogue Insights](/use/monitor-and-report/dialogue-insights.md) reporting.

For example:

* Dialogue Insights distinguishes between missed and quick-drop conversations. Wallboard combines them as missed.
* Dialogue Insights distinguishes between inbound, direct, and outbound conversations. Wallboard combines them.
* Dialogue Insights distinguishes between hunts and forwards. Wallboard combines them.


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