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Wallboard Best Practices and Scenarios

  • Updated on Mar 16, 2026
  • Published on Mar 16, 2026
  • 5 minute(s) read
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Introduction

Natterbox Wallboards are real-time dashboards that enable managers and employees to see the immediate status of call queues and agent availability. Building the perfect contact center dashboard from scratch can be overwhelming. The purpose of this guide is to provide a standardized, "best practice" playbook for configuring Natterbox Wallboards.

Rather than guessing which metrics and components to combine, this guide offers five pre-designed, role-specific templates. Whether you need a high-level public display to keep agents informed of queue health, or a highly interactive command center for Team Leads to manage live calls and adherence, these setups ensure your organization gets maximum value out of Natterbox. Use these templates as a baseline to improve queue visibility, monitor SLA health, and drive team performance across your floor.

Note: Wallboards update every two seconds and primarily look at call queues. Because they are not aware of every single background activity happening in Salesforce or your business, minor discrepancies between real-time Wallboard metrics and historical Natterbox Call Reporting Objects are completely normal and to be expected.

General Configuration Principles

Before building your specific views, familiarize yourself with the standard component controls:

  • Add a Component: Click + Add Component to choose from the Queues, Calls, or Users categories.

  • Edit a Component: Click the pencil icon on the component's top grey bar to adjust queues, groups, metrics, and interactivity. Always click Save after making changes.

  • Resize and Move: Hover over the grey bar to drag and drop the component. Click and drag the corner arrows to resize it to fit your screen.

  • Clone: Use the copy icon to duplicate a component (great for quickly creating multiple queue trackers side-by-side).

  • Delete: Click the X icon to remove a component. You will be prompted to confirm this action.

Scenario 1: Agent Queue Health (Agent View)

Goal: A high-level, read-only dashboard for agents to monitor queue volumes, wait times, and overall team availability without the ability to intervene in calls.

Configuration Steps:

  1. Create a New Wallboard and name it Agent View - General Queue Health.

  2. Component 1: Queue Tracking (Primary)

    • Settings: Select your primary support/sales queue. Choose core metrics to display: Total Calls, Callers Waiting, and Average Wait Time.

  3. Component 2: Queue Tracking (Secondary)

    • Settings: Select your secondary queue (e.g., Renewals or Tier 2). Showing these side-by-side allows agents to see the broader business context.

  4. Component 3: Queue List

    • Settings: Select all relevant queues. Leave all interactivity toggles OFF. This shows the active calls currently queuing.

  5. Component 4: Agent Status

    • Settings: Select your main Natterbox Group. Leave interactivity OFF. This allows agents to see a summary of who is currently on a call, available, or away, fostering better team coordination.

  6. Deployment: Generate a Read-Only Link. Share this URL for use on public TVs or pinned browser tabs to bypass Salesforce session timeouts.

Scenario 2: The Manager's Interactive Command Center

Goal: A dense, highly interactive board allowing Team Leads to manage the floor, adjust agent statuses, intervene in live calls, and monitor SLAs all in one place.

Configuration Steps:

  1. Create a New Wallboard and name it Manager View - Command Center.

  2. Component 1: Agent List (Interactive)

    • Settings: Select your core queues. Toggle ON Change Availability, Listen Live, and Call Agent.

  3. Component 2: Queue List (Interactive)

    • Settings: Select the same queues. Toggle ON Terminate Calls and Cancel Callbacks.

  4. Component 3: Queue Tracking

    • Settings: Select all core queues to provide an at-a-glance view of overall SLA health (Callers Waiting, Longest Wait Time).

  5. Component 4: Agent Status

    • Settings: Select the team's Natterbox Group. This gives the manager a quick visual breakdown of exactly how many agents are stuck in "Wrap Up" versus "Available".

  6. Deployment: Managers should run this board directly from the Natterbox App in Salesforce so they can click the settings (cog) icon next to agents or calls to execute commands via Natterbox Freedom.

Scenario 3: The Adherence & Status Tracker

Goal: To monitor agent login statuses, availability states, and correlate them with live queue health.

Configuration Steps:

  1. Create a New Wallboard and name it Team Lead - Adherence & Status Tracker.

  2. Component 1: Agent Status (Group A)

    • Settings: Select your first Natterbox Group (e.g., Tier 1 Support). Note: Availability stats are group-agnostic, so you must select a Group, not a Call Queue.

  3. Component 2: Agent Status (Group B)

    • Settings: Select your second Natterbox Group (e.g., Tier 2 or Sales). Separating groups makes adherence much easier to read at a glance.

  4. Component 3: Agent Login

    • Settings: Select the relevant Group(s). Set the max results value to 100 to see a rolling chronological list of log-ins and log-outs.

  5. Component 4: Queue Tracking

    • Settings: Select your primary queues. This helps Resource Planners correlate spikes in wait times with agents going on break or logging out.

  6. Deployment: Keep this board accessible to Team Leads. Data from the Login and Status components can be exported directly as a CSV file for end-of-day reporting.

Scenario 4: The Abandonment & Callback Watcher

Goal: To specifically track dropped calls, manage callback requests, and see who is available to clear the backlog.

Configuration Steps:

  1. Create a New Wallboard and name it Manager View - Abandonment & Callbacks.

  2. Component 1: Queue Tracking (Abandonment Focus)

    • Settings: Filter to show only SLA metrics: Abandoned Calls (hung up or requested callback), Caller Exited Queue (pressed a key to leave), and Dial Attempts. (Note: Dial attempts only increase after an agent's phone stops ringing).

  3. Component 2: Queue List (Callbacks)

    • Settings: Enable Interactivity so managers can cancel duplicate or erroneous callback requests right from the queue.

  4. Component 3: Agent Status

    • Settings: Select your outbound/callback Natterbox Group. This shows the manager exactly who is currently in an "Available" state to take on callbacks.

  5. Component 4: Agent Login

    • Settings: Track who has recently logged in so managers can immediately assign them to the callback backlog.

  6. Deployment: Managers should run this interactively within Salesforce to manage the callback list effectively.

Scenario 5: The "Big Screen" Wallboard Group (Rotating View)

Goal: To cycle through multiple sets of data automatically on a single monitor, providing a highly informative, hands-free rotation.

Configuration Steps:

  1. Navigate to the Wallboard Groups tab and click New Group. Name it Big Screen Rotation.

  2. Under Group Steps, add your previously created wallboards:

    • Step 1: Select Agent View - General Queue Health.

    • Step 2: Select Team Lead - Adherence & Status Tracker.

    • Step 3: Select Manager View - Abandonment & Callbacks.

    • (Note: You can add up to 10 wallboards per group).

  3. Configure Timers: Set the delay interval (e.g., 15 or 30 seconds) to dictate how long each board will display before transitioning to the next.

  4. Save the Group.

  5. Deployment: Generate a Read-Only link for this specific Wallboard Group and launch it in a dedicated, full-screen browser tab.

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