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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 on one screen that needs no interaction. The voice-specific board at Voice → Wallboard (/voice/wallboard) is the companion surface with the per-agent grid and per-queue breakdown. This runbook walks the operator end-to-end — which board belongs on a TV, how to mount it so nobody has to sign in on the TV itself, how to rotate the display credential, how to retire a TV cleanly, and the failures the floor actually reports.

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When to punch a wallboard to TV

Put a wallboard on a shared display where the room can see it, not at each desk:
  • Operations centers and NOC floors — a wall-mounted screen keeps headline KPIs, per-queue backlog, and live-call figures in peripheral vision, so staffing adjustments happen on the number rather than a hunch.
  • The ops-desk second monitor — a supervisor keeps the board up beside the inbox; the tile cycling surfaces the KPI pages without any clicking.
  • Standup and handoff — the digital-queue backlog and live operations band read state at a glance when shifts change.
Two boards answer different questions on the same TV:
  • 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 wait time, the per-agent state grid, SLA banners, and a top-performers leaderboard. Use it when the question is “which queue or which agent,” and only when the supervisor is authorized to un-mask caller numbers on the shared screen.
Both surfaces are supervisor-scoped: owner, admin, and supervisor roles get the full org-wide view; restricted roles fail closed rather than leak other agents’ figures.

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How the kiosk is authenticated — and how to rotate it

The dashboard does not mint a public share URL for the wallboard; a mounted display authenticates through a dedicated browser profile signed into a supervisor-level account. The sign-in is the bearer — the profile’s session is the only credential on the TV, so rotating the display means rotating that profile:
  1. Create a dedicated browser profile on the display machine (Chrome/Firefox “Add profile”). Nothing else runs in this profile.
  2. Sign the profile in with a supervisor-level account using credentials kept with the display’s other secrets (a vault entry or the same envelope the display hardware lives with).
  3. Rotate the credential on the account’s password-rotation schedule: sign the display profile out, change the password at the display or an operator desk, and sign back in. A session that expires before the scheduled rotation signs the display out cleanly — sign the profile back in with the same procedure.
  4. One profile per display. A shared profile across TVs spreads the rotation surface; isolate each display so revoking one TV never interrupts the others.
Treat the kiosk machine the same way the other kiosk guides treat it — the hardening steps (fullscreen, keyboard controls, connection visibility, daily restart cadence) run identically across the voice wallboard console and this cross-channel board. The voice-floor operator training is in the wallboard guide; this page covers the TV mounting that both boards share.

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Operator checklist — mounting the display

Run this once per display, and re-run it after every credential rotation:
  • Dedicated browser profile created; nothing else runs in it
  • Profile signed in with a supervisor-level account from the display’s secrets vault
  • F pressed (or the header fullscreen button) to strip the browser chrome
  • Header pill reads Live on the event stream, not Polling
  • Space pause/resume verified; ←/→ tile paging verified
  • Display added to the rotation schedule (credential-change date recorded)
  • A daily browser restart scheduled in display management (the app does not restart the browser for you)

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Retire a TV — revoke checklist

When a TV leaves the floor or moves to another team:
  • Sign the dedicated profile out (display menu → Sign out)
  • Remove the profile from the display machine
  • Rotate the account password if the TV is moving to a different trust boundary (another floor, a loaned desk, off-boarding)
  • Delete the display from the rotation schedule so a retired TV doesn’t keep prompting a rotation
  • If the TV ever showed the un-masked voice wallboard, confirm the supervisor’s role still authorizes un-masking on the receiving team
A profile removed from the machine carries no residual access — the session token was the only credential, and the sign-out ends it.

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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 board 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 recovers without waiting out the next poll tick.

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What Pause actually freezes

Pressing Space (or the header pause button) freezes the board. Three independent guarantees keep the display from twitching while a supervisor reviews it:
  1. Source queries pause — every wallboard feed stops fetching.
  2. In-flight requests cancel — a request underway at the moment of pause is cancelled before its result can land.
  3. The rendered view freezes — the exact snapshot on screen holds until resume, even if another tab writes fresh data into the shared cache.
The paused state persists across a browser refresh — a TV tab an operator pauses stays paused until someone resumes it. A Paused pill in the header keeps the state visible.

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Tile cycling and page pacing

When more KPI metrics exist 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 the board has more than one page. 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 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 is in Wallboard alarm rules.

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Common failures on a TV — and the fix

  • The display signed itself out. The session expired on the platform’s normal schedule. Sign the dedicated profile back in with the rotated credential; the board comes back without a re-mount.
  • 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 and any local TLS-inspecting appliance if the state persists. TV network segments often sit behind appliance proxies that throttle or drop long-lived streams.
  • Idle freeze — the board looks static on an idle floor. The tile cycle pauses on only one page, and KPI tiles hold the last value with no fetch. Verify the header pill reads Live and press Space to resume if an operator paused it. A persistent freeze means paused state stuck in the profile — refresh the tab.
  • The TV “clipboard-streaks” (smearing video artifacts in the panel area). That is a TV panel fault, not a browser or app fault: the affected panels flip to Polling as the browser gives up the GPU surface. Reboot the TV into its kiosk profile; if streaks persist, the display cabling/panel is at fault and the TV itself needs replacement. The board still runs on a moving smear, so an operator can verify the data pipe on a second screen while the panel is out for repair.
  • A tile shows ”—” instead of a number. The “no data” state — the metric could not be honestly computed (for example, no message reached a terminal outcome yet). A fabricated 0% would be worse; the tile stays honest.
  • 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 lives in the profile’s local storage; a guest/incognito profile that discards storage loses it on restart. Mount the display in a persistent profile.

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See also