The wallboard

Where the wallboard lives

In GoDesk the wallboard is a dashboard shown in TV mode. Any dashboard can become a wallboard: you choose what it shows, then open it full screen.

Select Home in the menu to open your dashboards. Use the drop-down at the top left to switch between them. Shared dashboards are listed under Shared, your own under Mine.

Depending on your workspace, you may already have shared dashboards such as Contact centre, Support, Chat & email desk or Workforce. The Contact centre one is a good starting point for a wallboard.

What a wallboard can show

Live widgets show what is happening now and refresh every few seconds. They are available if your role includes the wallboard permission. The live views are Callers waiting now, Callback requests, Chat queues now, Agents now, Queues now, and Calls & conversations today.

Callers waiting now shows each phone queue with how many are waiting, the longest wait, how many agents are free, on a call or paused, and each caller's wait time. Waits over your service level target are shown in red. Above the queues it shows today's calls, service level, callers who hung up, and callers not called back.

Agents now shows how many agents are in each status and lists who is signed in. If your workspace uses Workforce, it also flags people over their break, on a break outside their window, off shift or on leave, and lists anyone not checked in for their shift.

Other widgets show figures from the standard reports: a single Number, a Chart, a Table, a List of records, or a Leaderboard for sales teams. Callback requests appear only when a phone queue offers callbacks.

Build or change a dashboard

Select the New dashboard icon to start your own, or Make my own copy to start from an existing one. You can change your own dashboards freely. A shared dashboard can only be changed by people whose role may manage dashboards; everyone else copies it first.

Select Edit, then Add widget. Choose the type (Number, Chart, Table, List of records, Leaderboard or Live), then choose what it shows from the From and Show lists.

Set the Period, for example Today or Last 7 days, and Whose figures: Everything I can see, Only mine, or one team. For a Number you can add an optional Target and say whether the figure is good when it is at or above it, or at or below it.

Use the arrows to move widgets and the width list (1/4 to 4/4) to size them. Select Save layout when you are done.

If your role may manage dashboards, the gear icon (Who sees it) lets you share a dashboard with every role or chosen roles, make it the landing page for a role or team, or switch it off without deleting it.

Put it on a screen

Open the dashboard you want, then select the TV / wallboard mode icon. The dashboard fills the window with larger text and the menus disappear. Select Exit at the top right to go back.

Press F11 (or your browser's full screen option) so the browser's own bars disappear as well.

In TV mode, live widgets keep refreshing on their own and the other figures refresh every 30 seconds. The time of the last update is shown at the top.

To cycle through all the shared dashboards on one screen, add ?rotate=60 to the end of the address in TV mode. Each dashboard then shows for 60 seconds. Change the number to change the time.

Good practice for a wall screen

The wallboard only shows what the signed-in person's role can see. Sign the screen in with an account your administrator has set up for it, rather than your own, so your own status and phone are not affected by a screen on the wall.

Keep the dashboard simple: a few large live widgets work better from across the room than many small tables.

Buttons such as Call back are hidden in TV mode. Use the dashboard at your desk to act on what the wallboard shows.

If something does not work

A widget says it is waiting for the phone system feed: the live queue figures have not arrived yet. If it lasts more than a few minutes, tell your administrator.

You cannot add a Live widget: your role does not include the wallboard permission. Ask your administrator.

A widget is missing or marked as not shown: it uses a part of GoDesk your workspace or role does not have.

The screen has signed out: sign-ins end after a period of time, so sign the screen in again. If problems continue, use Report a problem in the help menu or email help@godesk.co.ke.