---
title: "Wallboards and SCV"
slug: "wallboards-and-scv"
updated: 2025-04-17T16:31:40Z
published: 2023-03-15T14:04:06Z
canonical: "docs.natterbox.com/wallboards-and-scv"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://docs.natterbox.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Wallboards and SCV

Wallboards behaves slightly differently when monitoring Service Cloud Voice users, where as standard Natterbox users rely on Natterbox's concept of Availability SCV uses Salesforce's Omni-Channel Presence.

Natterbox's Availability allow agents to be in one of either two states, logged into a group or logged out.

Omni-Channel's presence allows agents to essentially be in three states, logged out of Omni-Channel, logged into Omni-Channel and available or logged into Omni-Channel but not available for calls (i.e. agents who are managing a different work channel such as emails only).

We represent this third state with the following status on Wallboards "Unavailable for voice calls" :

![](https://cdn.document360.io/c81c490c-daaa-4ebd-a3c3-1a2dee8b7617/Images/Documentation/Screenshot%202023-03-15%20at%2011.25.29.png)

### FAQ

#### What happens to the logged in state of my agents when they switch to a presence state which is unavailable for calls?

Agents will be logged out of every assigned group, just like a Natterbox Availability state would.

#### Where can I track the history of my agents state changes?

As SCV uses the Omni Channel, reporting on state changes will have to be conducted via Salesforce, the **Agent Status** component in Wallboards is unsupported for SCV agents as it relies on Availability.