Floor Wallboard, Queue & Agent Views

Last updated · fulliautomatix 1.0.33 · getafix 3.2.65

Supervisors (ROLE_SUPERVISOR) and System Administrators have access to the Floor Overview (/floor) on the Desk (https://desk.<domain>/floor), providing real-time visibility and operational control over every queue, caller, and agent.

Role Note: Company Admins (ROLE_ADMIN) act as agents on the Desk — their floor control actions are refused. To run the floor, a user must be assigned the Supervisor role in the Admin Console. If a supervisor is assigned to specific Teams, the Floor automatically scopes all queues, callers, and agents to those teams.

1. The 8-Tile KPI Strip & Thresholds

At the top of /floor, eight live KPI tiles summarize current call-center health:

  1. Calls in Queue — Total callers currently waiting across displayed queues.
  2. Longest Wait — Turns red with past a queue threshold when a caller exceeds a queue's configured Alert wait (seconds).
  3. Service Level Today — Turns amber below 80% and red below 70%.
  4. Abandonment — Turns amber when above the company's configured Abandon target (%).
  5. ASA Today — Average Speed of Answer (m:ss) for today.
  6. Available — Agents currently on duty and ready to take calls.
  7. On Call / ACW — Agents actively on a call or in post-call Wrap-Up (ACW).
  8. Paused / Offline — Agents currently paused or whose SIP endpoint is offline.

Above the content, you can filter the entire Floor by Queue, Team (All teams), Agent Status, Shift (when Workforce is enabled), or free-text Search.

2. Wallboard vs. Queues & Calls Tabs

Below the KPI strip, the Floor offers two main tabs:

Tab 1: Wallboard (Default)

  • Queue Health Cards: One card per queue showing:
    • State Chip: CLEAR (nobody waiting/in call and SLA healthy — lists idle agents Queue clear · idle: <names> or no agent is free), HEALTHY, AT RISK, or BREACH.
    • Language Tag: Shows the queue's expected caller language (e.g., BN).
    • 1-Hour SLA Sparkline: Visual trend of the last hour's service level.
    • Alert Wait Banner: Pulses red (Caller waiting m:ss — past the 0:XX threshold) when a caller waits longer than the queue's Alert wait.
    • Pin: Pin critical queues so they always sort first in your browser.
    • Click to Drill Down: Clicking any queue card opens the dedicated Queue Detail Page (/floor/queues/{id}).
  • Agent Status Board: Full-width responsive grid of live agent cards coloured by state (Available, Ringing, On call, Wrap-up, Paused · <Reason> · back HH:mm, Offline · phone offline):
    • Shows extension, joined queues, Language skills tag (e.g., BN/EN), Shift tag, and time in current state.
    • Shows active monitoring chips (listen: <Supervisor>, barge: <Supervisor>) and secure segment indicators.
    • Highlights break overruns in red (⚠ Paused past the shift's break allowance) when Workforce Management is enabled.
    • Displays the agent's Today summary (on duty Xm · on calls Ym · wrap-up Zm · n/n queue calls).
    • Supervisor Actions Menu (⋯):
      • Force sign-out per queue: Click any joined queue name to immediately remove the agent from that queue.
      • Pause … / Resume: Remotely place an agent on pause (with a selected reason such as Meeting) or resume them to Available.
      • Add <Agent> to <Queue>: Remotely add the agent to another queue their team membership allows.
      • Listen / Whisper / Barge: Start live call monitoring while the agent is on an active call.

Tab 2: Queues & Calls (?tab=queues)

The tab badge displays n waiting · m on calls in real time:

  • Waiting Now Table & Assign:
    • Lists every caller currently waiting in a queue with their position and wait duration.
    • Click Assign on any waiting caller row and pick any free agent (on duty, not paused, phone idle).
    • The platform withdraws the caller from the queue via QueueWithdrawCaller and rings the chosen agent directly — without counting the call as an ABANDON in queue statistics.
  • On Calls Now Table: Lists all active inbound and outbound calls with caller, queue, agent, direction, and talk timer.
  • Queues Summary Table: Compares all queues side by side (strategy, max length, weight, agents, waiting, active calls, longest wait, SLA target, completed, abandoned, avg talk/hold, voicemail). Clicking a row opens that queue's detail page.

3. TV Mode (/floor?tv=1)

Click TV mode (or open https://desk.<domain>/floor?tv=1 on a wall-mounted screen) for a distraction-free operations display:

  • Hides the left navigation rail, top header, and action menus.
  • Scales up typography for distance viewing across the 5 headline KPI tiles, Queue Health Cards, and Agent Status Board.
  • Press Esc at any time to exit TV mode.

4. Queue Detail Page (/floor/queues/{id})

Click any Queue Card or row in the Queues table to open the single-queue workspace with four tabs:

  • Callers: Waiting callers (with Assign prioritizing this queue's free agents first) and active calls (with Listen / Whisper / Barge).
  • Agents: All members of this queue with live state, today's stats, Pause / Resume, force sign-out from this queue, and Add agent.
  • Voicemail: This queue's voicemail messages with AI summaries, transcripts, playback, callback, and delete.
  • Queue: Today's KPIs, queue configuration settings, cumulative counters, open alerts for this queue (with Acknowledge / Snooze), and direct links to the queue's Report and Forecast.

5. Agent Detail Page (/floor/agents/{userId})

Click any Agent Card on the floor (or an agent's name in Queue, Monitor, or Analytics views) to open the 360° Agent view with 8 headline tiles (on duty, on calls, paused, wrap-up, idle, queue calls, occupancy, 30-day QA average) and four tabs:

  • Now: Live status, current call with Listen / Whisper / Barge, Pause / Resume, queue memberships, and current rostered shift.
  • Today: Visual shift timeline band showing on-duty, calls, labelled pauses (with reasons), wrap-up, and phone-offline intervals, plus adherence exceptions and the chronological event log.
  • Calls: All calls for Today / Week / Month on the agent's extension with inline call recording playback.
  • Performance: Detailed time breakdown, pauses by reason, completed QA evaluations, and shift adherence.