14.5.2. Running a Wallboard

In order to use a wallboard and see how it will look for users, click on the .+

This will load the wallboard into a new tab, and it will appear as the read-only view.

Note: when using the Wallboards for public display purposes it’s recommended to create a read-only link and run it from a new tab. This way Wallboards will not be impacted when the Salesforce session expires and will continue to operate.

Interactivity options

Interactivity options allow the user (any user who has access to the wallboard) to perform an action that directly affects agents or calls depending on the configured components.

Agent List and Queue List have interactivity options - these are disabled by default but can be turned on from the configuration settings on the component.

Users with access to a wallboard read-only URL will have access to these interactivity options if they have been enabled, so it’s recommended that Admins duplicate wallboards if they need different levels of users to have different levels of access (i.e. one wallboard with the interactivity options disabled and another with them enabled).

Note: interactive options which involve calls will be disabled for the logged in agent (i.e. you won’t be able to launch a Listen In on your own live call).

Changing Availability states

On the Agent List, the ability to change the agent’s Availability can be enabled using the configuration options. 

Please note that this feature is only available for users using Natterbox Availability, it is not possible to change omni status from Natterbox wallboards.

The user will then be able to click on an agent’s current Availability to select the appropriate state:

Listening in on calls

On either the Agent List or the Queue List, the ability to launch a Listen Live call can be enabled on the configuration options.

Please note: the configuration setting here overrides the user’s listen in permissions elsewhere on the platform.

For an Agent List component, if an agent is connected to a call, the user will have an option to launch a call by clicking the settings (cog) icon and then Listen Live:

For a Queue List component, if an agent is connected to a call, the user will have an option to launch a call by clicking onto the settings icon and then Listen Live :

The user will need to have Freedom open and have their device ready for calls, at which point a Listen Live will be initiated on Freedom.

Calling agents

On the Agent List, the ability to initiate calls to agents can be enabled using the configuration options.

From the Agent List component, the user will have an option to launch a call by clicking onto the settings icon and then Call agent:

The user will need to have Freedom open and have their device ready for calls, at which point a call to the selected agent will be initiated on Freedom.

Terminating Calls

On either the Agent List or the Queue List, the ability to terminate live calls can be enabled on the configuration options.

This will hang up a live call for all parties involved.

For an Agent List component, if an agent is connected to a call, the user will have an option to hang up their call by clicking the settings (cog) icon and then Terminate call.

For a Queue List component, if a call is available, the user will have an option to remove the call the call by clicking onto the settings icon and then Terminate call :

Callbacks Calls

Callback call requests can also be cancelled the same way in addition to terminating live calls. Once a Callback call request has been cancelled, the customer who requested the callback will not be called back and the entry will be removed from the Queue (you may wish to do that if a customer has incorrectly requested multiple call backs).

Note there are some cases to be aware of with this feature :

• A callback call can be terminated whilst in the process of making the request, but once it’s cancelled they will not receive any feedback that this has happened whilst placing the request
• You will not be able to terminate a callback call if it’s actively in the process of ringing an agent in the queue