LIVEPULSE
Floor Supervisor · Real-Time Wallboard ● Example · demo data, not live --:--:-- ← All Support
In Queue Nowall channels
7
▼ from 12last 10m
Service Level <20starget 90%
94%
+1pp vs last hr
Longest WaitChat lane
1m 48s
▲ agingamber >90s
ASA · Abandon<30s · <3%
18s
ASA
2.1%
Abandon
▲ both on target
AHT · Occupancy<6m · 70-85%
5:32
AHT
78%
Occ
▲ in band
CSAT (30 min)41 ratings
96%
▲ 2ppgood rate
Live Queue Board
7 waiting · 2 VIP · oldest 1m48s
Agent-Status Wall
22 agents
On-contact 18 ACW 3 Away 4 Offline
Occupancy 78%band 70–85%
AI · Surge Sentinel 15-min forecast
Voice −4%
Chat +35%
Email −12%
Chat trending +35% vs forecast — projected SLA breach in ~17 min. Pull 2 agents from Email to Chat.
Solved Todayvs same hr yest.
1,284
▲ +6%ticking live
AI · Escalation Radar
3 at-risk

Field Guide

how a floor supervisor actually drives this wallboard

1How to use this

  • Watch the KPI wall first. The six mega-tiles are sized for across-the-room glances — if any number's accent bar flips from green to amber/red, that's your first move of the next 60 seconds.
  • Longest Wait is your tripwire. It color-ages past 90s. When it goes amber, click straight into that lane and pull or reassign before it breaches SLA.
  • Read the queue lanes as heat. Chips age green→amber→red as wait grows; a stack of amber chips in one lane means that channel is starving — rebalance agents toward it.
  • Trust the Surge Sentinel wedge. It projects inbound velocity 15–20 min ahead. A glowing APPLY chip means the AI already has a load-balancing move staged — one click executes it.
  • Escalation Radar over CSAT. CSAT tells you what already happened; the Radar flags live conversations with negative sentiment + long wait before they sour. Action those rows first.
For your own orgIf your wallboard can't be read from 15 feet away, it isn't a wallboard — it's a report. Ask: which three numbers would a supervisor act on without leaning in?

2Watch the walkthrough

Four AI agents walk this dashboard.

3In context

Sample Feed

Illustrative — wire to your ACD / telephony real-time feed (Genesys, Five9, Nextiva, Talkdesk).

Inbound velocity (calls/min)19.4▲ 8%
Chat concurrency / agent2.7▲ 0.3
Callback queue depth4▼ 2
IVR containment rate61.2%▲ 1.4pp
Trunk utilization72%— flat
Avg position in queue2.1▼ 0.4
Repeat-contact share (24h)11.8%▲ 0.6pp

Pulled every 15s · benchmarks blended across queues · figures are demonstrative.

Alerts