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The shared wallboard at Wallboard in the top nav is built to live on a TV or a dedicated monitor: a rotating KPI tile strip, a per-channel omnichannel board, a live operations band, and a digital-queue backlog view, all on one screen that needs no interaction. This guide walks the operator setup — which boards to use for which question, how refresh behaves, and how to mount the display as a kiosk.

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Wallboard roles and entry points

There are two wallboard surfaces, and they answer different questions:
  • Wallboard (/wallboard, top nav) — the cross-channel operations board. KPI tiles across messaging and voice, per-channel live figures, the live operations band, and the digital-queue backlog. This is the TV board for the whole ops floor.
  • Voice → Wallboard (/voice/wallboard) — the voice-specific wallboard covered in the wallboard guide. Per-queue waiting/wait-time/service-level figures, the full per-agent state grid, SLA banners, and the top-performers leaderboard. Use it when the question is “which queue or which agent,” and where caller numbers can be un-masked for an authorized supervisor.
Both surfaces are supervisor-scoped: owner, admin, and supervisor roles see the full org-wide view, and restricted roles fail closed rather than leak other agents’ figures. Sign the TV into a supervisor-level account.

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Choose the right board

The omnichannel wallboard stacks four sections, top to bottom, each answering a different supervisor question: If none of the four answer the question, the dedicated voice wallboard one click away holds the full per-agent grid and the per-queue breakdown.

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Refresh: event stream first, polling as the fallback

The wallboard reads both the live event stream (SSE) and periodic polls, and the header shows which one is driving the board with a Live / Polling pill:
  • While the event stream is connected, it pushes updates in near real time; the polls stretch to a slow 30-second cadence purely as a backstop.
  • If the event stream drops, the wallboard falls back to a 5-second poll until the stream recovers, and the pill flips to Polling so the TV’s refresh mode is visible at a glance.
If both data sources fail, the KPI area renders a “Data unavailable” banner with a Retry now button so an operator can recover without waiting out the next poll tick.

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What Pause actually freezes

Pressing Space (or the header pause button) freezes the wallboard. Three independent guarantees kick in so the board cannot twitch while a supervisor reviews it:
  1. Source queries pause — every wallboard feed stops fetching, so no new data is requested.
  2. In-flight requests cancel — a request already underway at the moment of the pause is cancelled before its result can land.
  3. The rendered view freezes — the exact snapshot on screen is held until resume, even if another tab writes fresh data into the shared cache. A value cannot change mid-review, whatever the network does underneath.
The paused state persists across a browser refresh — a TV tab that an operator pauses stays paused until someone resumes it, and a Paused pill in the header keeps the state visible.

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Tile cycling and page pacing

When there are more KPI metrics than fit one page, the tile strip auto-cycles every 10 seconds, five tiles per page. A thin progress bar under the board (and the dotted page indicator in the header) shows where the cycle is; both appear only when there is more than one page to cycle through. Arrow keys (←/→) step pages manually, and clicking a dot jumps straight to that page.

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Tune the alarm rules that escalate from this board

A metric tile turning red is a visual signal; an alarm rule is the escalation on top of it — for example, “the longest wait on Support exceeds 120 seconds” or “tenant-wide service level drops below 80%.” Rules are evaluated on the same refresh cadence the board runs on, hold a breach timer to avoid flapping (a breach must persist before it pages), and re-fire at most once every 30 seconds while a breach persists. Deliver them to the live wallboard feed, a browser notification, a webhook, or email. Wire the rules you want supervised, then tune thresholds to the queue’s traffic shape. The full rule vocabulary — metrics, comparators, duration gating, channels, and worked examples — is in Wallboard alarm rules.

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Mount it on a TV (kiosk mode)

The board is built for a shared display:
  1. Open Wallboard in the top nav on the display machine.
  2. Sign in with a supervisor-level account — the board then renders the full org-wide view on a shared screen.
  3. Press F (or the header fullscreen button) to strip the browser chrome: the board takes over the whole screen, exits the margins, and gains its own dark full-bleed background. Press F again or Esc to leave fullscreen.
  4. Use a dedicated browser profile on the mounted display so casual browsing does not interrupt the board.
Keyboard shortcuts behave like a kiosk: Space pauses/resumes, F toggles fullscreen, and ←/→ step tile pages. The shortcuts ignore keystrokes inside any text input — pressing Space in a search box on the same page never pauses the board — so casual keyboard use cannot interrupt the display.

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Troubleshooting

  • A tile shows ”—” instead of a number. That is the “no data” state — the metric could not be honestly computed (for example, no message reached a terminal outcome yet). It is not a smoke alarm; a fabricated 0% would be worse.
  • The board says Polling instead of Live. The event stream dropped and the board is on the 5-second fallback. It recovers on its own; check the network path to orbit.devotel.io if the state persists.
  • The board does not cycle. Cycling only runs when there is more than one tile page — with five or fewer metrics there is nothing to cycle through.
  • A paused TV resumes cycling after a refresh. The pause state is stored locally on the display; it only survives in the same browser profile. If the display runs in a guest/incognito profile that discards storage, pause survives only until the profile is reset.

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See also