Customizing the Zoom Contact Center wallboard

The Zoom Contact Center wallboard provides a fully customizable version of the real-time analytics dashboard. You can select which metrics are displayed, customize the position of each widget, and determine thresholds. You can also add Zoom Contact Center wallboards to Zoom Rooms Digital Signage.

Wallboards display data for the past 24 hours. For example, the inbound calls widget only covers inbound calls for the past 24 hours.

Note: For information on metrics included in wallboard widgets, see the Zoom Contact Center metrics glossary.

This article covers:

• How to edit an existing view or create a new view
• How to duplicate or delete a wallboard view
• How to customize the real-time analytics wallboard

Prerequisites for using the real-time analytics dashboard

• Account owner, admin, supervisor, or agent role; or relevant privilege
  Note: Supervisors and agents can only view data for the queues they're a member of.
• Pro, Business, or Education account
• Zoom Contact Center license

How to edit an existing view or create a new view

Before customizing a wallboard view, you can edit an existing view or create a new view.

1. Sign in to the Zoom web portal as a call queue member or admin.
2. In the navigation menu, click Analytics & Reports.
3. In the Real-time Analytics section, click Queue Analytics.
4. In the top-right corner, click Wallboard.
5. In the top-left corner, click the down arrow icon then click one of these options to edit an existing view or create a new one:
   • Click an existing view's display name to edit it.
   • Click Add View to add a new view. Enter the following information then click Save:
     • Name: Enter a display name for the view.
     • Template: Select a template to automatically populate the wallboard with relevant widgets.
       Note: You can still add more widget from other channels (voice, video, messaging) when customizing the wallboard.
     • Time Zone: Select a time zone for the wallboard's metrics.

How to duplicate or delete a wallboard view

1. Sign in to the Zoom web portal as a call queue member or admin.
2. In the navigation menu, click Analytics & Reports.
3. In the Real-time Analytics section, click Queue Analytics.
4. In the top-right corner, click Wallboard.
5. In the top-left corner, click the down arrow icon then select a wallboard.
6. In the top-right corner, click the ellipses icon then click one of these options:
   • Duplicate: Duplicate the current view. The new view will have (copy) appended to its display name.
   • Delete: Delete the current view. Click Delete to confirm.

How to customize the real-time analytics wallboard

1. Edit an existing view or create a new one.
2. In the top-right corner, click Edit View to customize the wallboard. 
3. Use these options to customize the wallboard: 
   • Click Add Widget to add more widgets. New widgets will be added to the bottom of the wallboard.
     Tip: It's possible to add duplicate widgets to the wallboard so check the widgets you currently have before adding it.
   • Hover over the top-left corner of a widget, then drag and drop to customize the position of each widget.
   • Hover over the bottom-right corner a widget, then click and drag to customize the size of each widget.
   • Click the ellipses icon to change the threshold or settings. Click Delete the wallboard widget.
   • If the widget has multiple pages, click the ellipses icon  then enable Automatic Page Turn and set the Period to have the wallboard automatically change pages.
   • If you have a table widget, click the gear icon to specify which columns to display.
   • In the top-right drop-down menu, select queues to display metrics for in the wallboard.
   • Click Save View save to the current wallboard view.
   • Click Setting to change the view's general settings:
     
     • Name: Enter a display name for the view.
     • Time Zone: Select a time zone for the wallboard's metrics.
     • Set Colors: Click the down arrow icon to set the colors for warning and critical thresholds. 
   • Click the filter icon , select queues to display data for, then click Apply. 
     Notes: This option is only available on the following widgets.
     • Real-Time Agent Performance
     • Recent Agent Performance
     • Real-Time Queue Performance
     • Recent Queue Performance