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Call center wallboardSee the queue building while there's still time to act.
Calls waiting, the longest wait, how many were answered on time and what every agent — human or AI — is doing right now. One live screen for the support desk and the sales floor, so problems show up in seconds, not in tomorrow's report.
Support queue · liveSample data
Agents
Calls per hour
What is a call center wallboard?
A call center wallboard is a real-time display of your phone queues — calls waiting, longest wait, service level and every agent's status — usually shown on an office screen or a browser tab. TalkerIQ's wallboard shows human and AI agents side by side, covers inbound queues and outbound campaigns, and links every call to its recording and AI summary.
- Shows
- Calls waiting, longest wait, service level, agent states
- Agents
- Human and AI on one board
- Covers
- Inbound queues and outbound campaigns
- After the call
- Recordings, AI summaries and sentiment
- Runs in
- Any web browser — desk or office TV
Sound familiar?
We found out about Monday's hold times on Wednesday — from a one-star review.
Yesterday's report tells you what went wrong. A live view tells you what's going wrong now, while you can still pull someone off lunch or bring in the AI agent. A wallboard watches every call queue for you; call analytics explains the pattern afterwards.
Hold times you hear about too late
A queue builds for twenty minutes before anyone notices — by then, callers have hung up.
No idea who's free
Managers walk the floor or ping people in chat to find out who can take the next call.
AI agents in a separate dashboard
If AI calls live in another tool, you can't see total coverage in one place.
Outbound progress is a guess
How far through the list are we? Who's actually talking? Nobody knows until the end of the day.
How it works
How do managers use a call center wallboard during a busy hour?
How a manager uses the wallboard during a busy hour.
Pick what to watch
Choose the queues, teams or campaigns that belong on the board — support, sales, a single campaign.
Manager · onceEverything updates live
Calls waiting, longest wait, service level and agent states refresh as calls start and end.
AutomaticSpot the problem
The longest wait creeps up, or one rep has been in wrap-up for ten minutes — it's visible straight away.
ManagerAct on it
Move people into the queue, pull agents out of long wrap-up, or let overflow rules bring the AI agent in before callers give up.
Manager + AIReview the pattern
Missed-call and answer-time reports by number, team and hour show when to staff up next week.
Automatic
Inbound
Every queue, at a glance.
The numbers that decide whether a caller waits or hangs up — calls waiting, longest wait, answered within target — sit at the top of the board, with each agent's state and calls per hour underneath. When the queue builds, overflow rules can bring in the AI agent before callers give up.
- Live queue and agent status across humans and AI agents
- Service level — calls answered within your target time
- Overflow rules that bring in the AI agent when the queue grows
How a call moves through TalkerIQ
Ring group
The sales team's phones ring together; first to answer takes it.
Queue
Caller hears position and hold music; next free agent gets it.
AI agent
After hours or overflow: answers, books, or takes a message.
Outbound
The sales floor, live.
For outbound teams running the power dialer or predictive dialer, the wallboard shows each campaign's progress through its list, which reps are talking, in wrap-up or dialing, and how many conversations each has had today — with AI agents' live calls and handoffs on the same screen.
- Campaign progress for power, predictive and AI campaigns
- Rep states — on call, wrap-up, dialing — with time in state
- AI agents with live call counts and handoffs to reps
Outbound floor · liveSample data
Who's on the phones
Review
See a long call? Know what happened in seconds.
Every call on the board is recorded, transcribed and summarised by AI, so when a call runs long you can see why once it ends — without asking the agent to write it up. Sentiment flags the calls worth a second look, and every outcome is logged to the CRM.
- Call recordings and transcripts for every call
- AI summaries with next steps and outcome
- Sentiment on every call via post-call analysis
Call notes · written for you
Summary
Existing customer; water heater is leaking again two weeks after the repair. Wants a technician before Friday and asked whether the visit is covered by the warranty.
Next steps
- Confirm warranty coverage
- Call back before 5 PM today
- Offer a Thursday visit
What changes
What managers notice once the floor is visible.
to spot a building queue
Not hours, and not from a customer complaint.
for humans and AI
Total coverage in one place, whoever is taking the call.
callers giving up
Act on the queue — or let AI overflow pick up — before people hang up.
staffing decisions
Answer-time reporting by hour shows exactly when you need more people.
One busy morning on the board
The promo email went out at 10. The queue never got away.
Hannah leads inbound support for an ecommerce brand. Here's how the wallboard played out the morning a sale email landed.
- A quiet board
Three queues — orders, returns, billing — with a handful of calls waiting and everyone answering inside target.
- The sale email lands
Calls waiting in the orders queue jumps and the longest-wait number starts climbing past target. Hannah sees it from across the room.
- Two people move to phones
The board shows two agents idle on email. Hannah adds them to the orders queue; calls waiting starts to fall.
- The AI takes the overflow
An overflow rule sends calls waiting over two minutes to the AI voice agent, which answers "where's my order?" questions on its own. Its live calls show on the same board.
- A long call, explained afterwards
One call ran for 14 minutes. Once it ends, Hannah opens its AI summary: a refund-policy question the agent had to look up. She adds the answer to the knowledge base so the AI agent can handle it next time.
- The pattern becomes a plan
The hourly report shows the spike started minutes after the email. Next sale, two extra people are scheduled for phones from 10 to 11 — before the queue builds.
Compare
Live wallboard or historical reports: which do you need?
Both. They answer different questions at different times — and on TalkerIQ they're built on the same data.
| Call center wallboard | Historical reports & call analytics | |
|---|---|---|
| The question it answers | What's happening right now? | What happened, and why? |
| Updates | Live, as calls start and end | By day, week or campaign |
| Who looks at it | Supervisors and the whole floor | Managers, ops and leadership |
| Typical action | Move people into a queue, trigger AI overflow | Change staffing, scripts or campaign timing |
| Key metrics | Calls waiting, longest wait, service level, agent state | Missed calls, answer times by hour, outcomes, conversion |
| On TalkerIQ | This page | Call analytics and post-call analysis |
Running a full call center? See how queues, routing and AI agents fit together, and compare TalkerIQ plans from $29/user/mo billed annually.
In the details
What metrics does a call center wallboard show?
Queue metrics
Calls waiting, longest wait and calls answered today, per queue.
Service level
Share of calls answered within your target time.
Agent states
On call, wrap-up or available, with time in state.
AI agents
Live AI calls shown alongside your team.
Campaign progress
How far each outbound campaign has got, and conversations so far.
Calls per hour
Volume through the day, so you can see the peak coming.
Recordings and summaries
Every call's recording, transcript and AI summary one click away.
TV-friendly
Designed to read from across the room, or in a browser tab.
Historical reports
Missed calls and answer times by number, team and hour.
FAQ
Questions teams ask about a call center wallboard
Still unsure? Talk to our team.
Reviewed by the TalkerIQ product team · Updated
What is a call center wallboard used for?
A call center wallboard is a real-time display of key call metrics — calls waiting, wait times, service level and agent status — usually shown on a large screen or browser tab. Teams and supervisors use it to spot a building queue and react before callers give up.
What metrics should a call center wallboard show?
The essentials are calls waiting per queue, the longest current wait, service level (the share of calls answered within your target time), calls answered today and each agent's status. TalkerIQ adds AI agents' live calls and outbound campaign progress on the same board.
Does the TalkerIQ wallboard include AI agents?
Yes. TalkerIQ AI voice agents appear on the same wallboard as your team, so you can see total coverage and how many calls the AI is handling at any moment.
Can outbound sales teams use a call center wallboard?
Yes. On TalkerIQ, outbound teams see each campaign's progress through its list, reps' dialer states and conversations so far, alongside AI agents running outbound campaigns.
What should a manager do when the call queue gets too long?
Move available people into the queue, pull agents out of long wrap-up, or let overflow rules send calls to another ring group or a TalkerIQ AI agent. The wallboard shows the effect within seconds, so you know whether it worked.
What is the difference between a wallboard and call center reports?
A wallboard shows what is happening right now so you can act during the shift; reports show what happened over days or weeks so you can plan staffing and scripts. TalkerIQ includes both: the live wallboard and call analytics by number, team and hour.
Can managers review calls from the wallboard?
Yes. Every call shown on the TalkerIQ wallboard is recorded, transcribed and summarised by AI, with sentiment scored, so managers can review what happened on any call once it ends and see the outcome logged to the CRM.
Do I need special hardware to display a wallboard?
No. The TalkerIQ wallboard runs in a web browser, so any computer or browser-capable screen works — on a manager's desk or on a TV in the office.
Keep exploring
See your queues on a live wallboard.
Book a 30-minute walkthrough. We'll set up a board for your queues and campaigns and show it updating in real time.