Boards and the editor
A board is a named grid of tiles, 12 columns wide and 4 to 12 rows high (8 by default). Each board has its own settings: theme, language, timezone, alert colours and an optional broadcast banner.
The wallboard view in Flex
Supervisors and admins open the wallboard from the side navigation (as TV boards in the Supervisor Console when that feature is enabled). The view has a board picker, the live board and these actions:
| Action | What it does |
|---|---|
| Edit | Opens the editor: move and resize tiles, edit a tile, Add tile, Ask AI, then Save. |
| TV links | Creates, copies and revokes the links that show the board on a TV. See Showing a board on a TV. |
| Present | Shows the board full screen in Flex. Press Esc to exit. |
| Broadcast | Puts a banner on every screen showing the board. See Broadcast banners. |
| Settings | Board settings. See Board settings. |
Boards can also be duplicated and deleted. Deleting a board removes it from every TV link's playlist.
Templates
A new board starts from a template or blank:
| Template | Shows |
|---|---|
| Contact Center Overview | Waiting now and longest wait; today's service level, abandon rate, handled, ASA and AHT against yesterday; agents by state; the queue table; offered vs handled by hour with yesterday overlaid. |
| Queue health | Waiting and longest wait per queue, the oldest waiting contacts, today's service level and abandon rate per queue, and a service level heatmap by queue and hour. |
| Agent floor | Agents by state, occupancy, available agents, every agent with time in state, today's leaderboard, missed reservations and AHT. |
| Day summary | A daily goal for handled contacts, headline KPIs against yesterday, volume against yesterday, an AI shift summary, arrivals by channel and hour, the wait distribution and active interactions by channel. |
| Outbound dialer | Today's dials, connects and contact rate, the pacer's live abandon against its limit, dialer agents by state, callbacks due, every campaign at a glance, dials per hour and how calls ended. Needs the outbound dialer. |
| Blank | An empty grid. |
The editor
The editor shows the board in an exact 16:9 frame with the board's theme, so what you see is what the TV shows. Columns are mirrored on Hebrew boards.
- Move and resize. Drag a tile to move it; drag an edge or corner to resize it. Tiles snap to the grid and cannot leave the frame.
- Widget library. A side panel of ready-made tiles, grouped as Live queue, Service, Volume & trends, Agents, Gamification, Info and, when a dialer is configured, Outbound dialer. Click an item to add it to the first free spot, or drag it onto the board. The library has a search box.
- Tile form. Click a tile to edit it in a side form with a live preview: metric, chart, time window, breakdown, filters, thresholds, title and accent colour. See Tiles and metrics.
- Size presets. S (2 × 2), M (3 × 3), L (6 × 3) and XL (6 × 5).
- Ask AI. Describe a tile in a sentence. See AI tiles.
- Density hint. Above 12 tiles the editor suggests splitting the board into several boards shown in rotation on one TV link.
New or changed tiles show sample data until the board is saved. If the server rejects a tile on save, the editor lists the problems so you can fix them.
Keyboard shortcuts
| Keys | Action |
|---|---|
| Ctrl/Cmd + Z | Undo |
| Ctrl/Cmd + Shift + Z | Redo |
| Ctrl/Cmd + D | Duplicate the selected tile |
| Del | Remove the selected tile |
| Arrow keys | Move the selected tile |
| Shift + arrow keys | Resize the selected tile |
| Esc | Deselect |
| Ctrl/Cmd + S | Save |
Board settings
| Setting | Values |
|---|---|
| Theme | Light (the default), dark for dim rooms, or high contrast. Light reads better in lit rooms and reflects less on glossy TVs. |
| TV language | English or Hebrew. |
| Timezone | The timezone that defines "today" for the board's numbers. New boards take your environment's default timezone. |
| Rows | Grid height, 4 to 12 rows (default 8). The TV divides its height into this many rows. |
| Thresholds | Board-wide warning and critical limits per metric. Queue table cells and tiles without their own limits use them. |
| Critical-tile animation | On or off. |
| Show title and clock | On or off. |
Alert colours
Colour marks exceptions only. A tile in its normal state is neutral; it changes colour when its value breaches a limit.
A limit has a direction and up to three values:
| Direction | Warning | Critical | Good (optional) |
|---|---|---|---|
| Higher is better (service level) | value below warn | value below bad | value at or above good |
| Lower is better (waiting, abandon rate) | value above warn | value above bad | value at or below good |
A value breaches only when it is strictly worse than the limit. A service level of 80 % against a warning limit of 80 is normal: the target is met.
- Whole-tile colour. Warning tiles turn yellow, critical tiles red, and good tiles green (only when a good value is set).
- Second cue. Status is never shown by colour alone: the tile also shows an icon, the word "Warning" or "Critical", and the limit.
- Alert delay. Alert only after N seconds delays the colour change until the breach has lasted that long, so short spikes do not flash the board.
- Animation. A critical tile pulses slowly for its first 30 seconds, at most once every 2 seconds. It respects the screen's reduced-motion setting and can be switched off per board.
- Stale data. A tile with no fresh data is greyed out and says how old its numbers are.
Tile limits override board limits. Many metrics come with default limits, for example waiting 5 / 10, longest wait 60 / 120 s, service level 80 / 70 % and abandon rate 5 / 10 %.
Service level thresholds and targets (answered within how many seconds, and the target percentage) are not set on the board. They are per queue and shared with the reports and the supervisor console: see Service level settings. The board only holds the colour limits.
Broadcast banners
A broadcast puts a message banner on every screen that shows the board, in Flex and on TVs.
- Text: up to 200 characters.
- Level: info, warning or critical.
- Expiry: optional; without one the banner stays until cleared.
The banner travels with the board's data, so TVs show it within one poll (about 5 seconds). Supervisors can also send one message to several boards at once from the Supervisor Console.