Wallboard Layout 10 shows inbound statistics for both agents and queues, including Queue Callback (QCB) figures; the main difference from Layout 8 being the added Queue Callback.
It is a monitoring tool aimed at inbound call centre team leaders and their agents. Agents and queues are sorted automatically according to the measure you choose, so the board reorders itself as the day develops.
The wallboard can show up to 25 queues alongside the individual call statistics of their agents. Both the agent list and the queue list scroll independently, so the layout adapts to the number of queues you have added.
The header bar
A small identifier – e.g. “Wallboard 5120: Layout 10” – is shown in the top-left corner. Quote this to support if you need help with this specific board.
Centered, you will see your own custom Wallboard Name.
Top statistics
The row of tiles across the top summarises every queue shown on the wallboard combined.
Agents logged in | Number of agents currently registered across all extensions |
Agents idle | Number of agents with the Available status |
Talking in queue | Number of agents currently on a queue call |
Avg. Talk time | Average talk time across all answered queue calls |
Waiting in queue | Number of callers currently waiting across all queues |
Max wait | Longest wait time currently recorded |
*Total inbound | Aggregate of all calls into the queues shown on the wallboard |
Total answered | Number of answered queue calls |
Total lost | Number of lost queue calls |
Service level | Combined service level for all queues |
*Total inbound counts every queue on the board together. For example, if queue 800 has 20 calls, queue 801 has 100 and queue 802 has 50, the tile shows 170.
The service level is calculated as:
Answered / (Calls − Lost U 30) × 100
Note: The 30-second threshold is configurable — see Lost call under / over separation below.
Agent columns
Ext. | The agent’s extension number |
Name | The agent’s name |
Status | The agent’s current status: available, busy, dialling, ringing, DND, or one of two custom statuses |
Connected with | The number the agent is connected to, prefixed with the queue it came through — for example [Queue 1]: 50505050 |
Duration | Live timer showing how long the agent has been in the current status or call |
Calls | Three figures — inbound | outbound | internal. Hover the value to see the breakdown labelled |
Avg. Talk (Inbound) | The agent’s average talk time. Only answered inbound calls count |
Total talk (Inbound) | Total time the agent has spent on inbound calls |
Offline agents are shown greyed out at the bottom of the list unless you choose to hide them.
Queue columns
Queue | Queue name |
In Q | Callers currently waiting in this queue |
Max wait | Longest current wait time in this queue |
Calls / QCB | Total calls, and how many of those were callbacks |
Answered / QCB | Answered calls, and how many of those were callbacks |
Lost / QCB | Lost calls, and how many of those were callbacks |
Lost U 30 | Calls lost after waiting less than the configured threshold |
Lost O 30 | Calls lost after waiting more than the configured threshold |
% | Service level for this queue |
DINA | Calls routed onward from the queue to another destination |
The three Lost columns are shaded in increasing intensity so the eye is drawn to the queues that need attention.
About QCB
Queue Callback lets a caller hang up and keep their place in the queue, receiving a call back when an agent becomes free. Where a column reads 12 / 4, the first number is the total and the second is the callback portion of that total — so 12 calls, of which 4 were callbacks.
Remember to click Save order after rearranging, or the order reverts on the next load.
Three options control which agents appear:
Choose the default order of the agent table:
Choose the default order of the queue table:
Lost call under / over separation
Service levels matter in an inbound call centre, and the Lost U 30 / Lost O 30 split is what feeds the calculation. The default threshold is 30 seconds; enter any value in seconds that suits your targets.
Service level is calculated as:
Answered / (Calls − Lost calls under xx sec.) × 100
Exclude call tracking outside specified hours
Two independent options — one for Outbound, one for Inbound — restrict counting to your opening hours, so calls outside those hours do not distort the day’s figures.
Agent status update time
Agent status updates are sent every 300 ms by default. On larger installations — many queues, many agents per queue, or a 3CX server with limited resources — this can be too frequent. Values from 300 to 10000 ms are accepted; 5000 ms is a good first step if the board feels sluggish.
Wallboard reset time
Set when the wallboard’s counters reset. Choose the interval (for example Daily) and the time of day, then click Save. Tick Show Reset Interval On Wallboard to display the current reset window on the board itself, so nobody has to guess which period the figures cover.
Reset wallboard
Reset clears the wallboard’s statistics immediately, without waiting for the scheduled reset.
Click Save after every change as settings are not applied until saved.
