Learn how to set up, customize, and share your CloudTalk Wallboard, a real-time overview that helps you monitor call center performance, track key metrics, and stay on top of live activity at a glance.

User level:

Admin

CloudTalk Wallboards provide a live, full-screen dashboard that visually displays key performance indicators and call activity within your call center. Designed for real-time monitoring, Wallboards are ideal for showcasing on large office screens or sharing with stakeholders externally. They allow your team to stay aligned and reactive to ongoing operations.

Wallboards are available as a dedicated tab within the CloudTalk Analytics.

With Wallboards, Admins and Supervisors can:

Monitor live call activity in real time.
Identify performance trends and potential issues as they arise.
Drive team accountability by displaying metrics openly.
Share insights externally with public sharing options.

💡 Each company has one shared Wallboard configuration. This means:

Any changes made by an Admin or Supervisor will overwrite the current Wallboard.

Multiple wallboards per company are not currently supported.

Stay tuned - future updates will bring greater flexibility, including support for multiple Wallboards per account!

Wallboard Metrics & Tables Explained

CloudTalk Wallboards provide a clear view of your call center’s performance through wallboard metrics and tables.

Metrics are real-time data statistics calculated from your account’s call activity, like Service Level, Average Waiting Time, or Abandonment Rate.
Tables provide more detailed views into specific areas, such as agent or group performance, active calls, or an overview of calls in the queue.

Together, they help you stay informed and make data-driven decisions throughout the day.

Understanding Wallboard Metrics

Wallboards show real-time call center data to help you track performance and stay on top of daily operations. Here’s what each metric means.

Metric	What It Means
*Service Level*	The percentage of incoming calls answered within your target response time.
*Abandonment Rate*	How many callers hang up before reaching an agent.
*Average Abandonment Time*	The average time callers wait before giving up and hanging up.
*Total Calls*	The total number of calls handled—both incoming and outgoing.
*Missed Calls (Inbound)*	Incoming calls that weren’t answered by an agent.
*Answered Calls (Inbound)*	The number of incoming calls that were successfully picked up by an agent.
*Waiting Queue*	How many callers are currently waiting to speak to someone.
*Outbound Calls Answered*	Outgoing calls where someone picked up on the other end.
*Agents Online*	The number of team members currently logged in and available.
*Average Waiting Time*	The average time callers wait before getting connected to an agent.
*Max Waiting Time*	The longest wait time a caller has experienced during the selected timeframe.
*Inbound Calls*	The total number of calls coming in from customers or leads.

Understanding Wallboard Tables

Wallboard tables give you real-time, detailed views into specific areas of your call center (e.g. agent activity, group performance, or calls waiting in the queue) so you can stay informed and take action quickly.

Agent Status Table

The Agent Status table provides a real-time snapshot of your team’s availability and activity. Table shows:

Agent Name and Groups - See each agent’s name and the groups they belong to.
Current Status - Know whether an agent is online, on a call, on a break, or offline.
Time in Status - Track how long they’ve been in their current state (e.g., 15 minutes on break).
Last Call Time - View when the agent last handled a call.
Calls Handled - Keep count of how many calls the agent has answered so far.

Group Status Table

The Group Status table gives you a high-level overview of how each call group is performing. Table includes:

Number of Agents - See how many agents are assigned to each group.
Active Calls - View how many calls are currently in progress within the group.
Queue Size - Check how many callers are currently waiting for someone to pick up.
Missed & Answered Calls – Track how each group is handling their call volume by comparing missed and answered calls.

This table helps you spot performance gaps and balance workload across teams in real time.

Live Call Activity Tables

Wallboards include two powerful live call activity tables - Active Calls and Calls in Queue -to help you stay on top of ongoing call center activity.

Active Calls shows which agents are currently on a call, who they’re speaking with, and how long each call has lasted.
Calls in Queue displays a list of waiting callers, showing how long each has been on hold, who they’re assigned to (if already routed), and which group they’re waiting to reach. It helps you manage queues efficiently, reduce wait times, and improve the customer experience.

Together, these tables give you full visibility into the flow of calls in and out of your team—right as it’s happening.

Building Your Wallboard

CloudTalk Wallboards are designed to be flexible, so you can display exactly the information that matters most to your team. With just a few clicks, you can add or remove real-time metrics, arrange performance tables, and adjust the layout to fit your workspace

Entering Edit Mode

By clicking “Edit widgets”, you can personalize the layout and contents of your dashboard in just a few clicks.

When you enter editing mode:

The background switches to a dotted grid, indicating you can begin customizing.
You'll see interactive “+” and “–” buttons appear on each widget and table section.

Adding & Removing Elements

Click the “+” button to insert new metrics or expand your tables with additional data columns.
Click the “–” button to remove unnecessary metrics or hide columns from a table.
Hidden metrics will appear with a soft shadow effect, so you can easily track what’s active or suppressed.
The first column of every table is fixed and cannot be removed—this ensures key data always remains visible.
You can also add or remove entire tables depending on the data you want to emphasize.

Your Wallboard layout will automatically resize based on screen dimensions—perfect for full-screen displays, shared monitors, or projectors.

Sharing the Wallboard

If you want to share your Wallboard with someone outside of CloudTalk (e.g. a client, manager, or external stakeholder) you can generate a public link with just one click. Simply click “Share publicly” in the top right corner of your Wallboard.

Here you can:

Enable or disable sharing by toggling the link on or off
Copy the URL to share it easily with others
Limit access by adding specific IP addresses for extra security
Regenerate the link at any time to reset access

This makes it easy to keep others informed without requiring them to log in to CloudTalk.

If someone tries to open a disabled or expired link they’ll see a clear message letting them know the Wallboard is no longer available.

If you need further assistance or have any questions, you can contact our Support team. We are always here to help you!

The Realtime Dashboard

Dashboard Statistics

Wallboard and Realtime Settings

Real Time Report

CloudTalk Analytics guide