Call Center Console

Overview

The Call Center Console in the Virtual-Call UC Client provides queue managers and agents with a central overview of all queue activities. It consists of two areas: the Wallboard with real-time statistics and the Queue Panel for managing calls and agents.

Prerequisites

• Access to the Virtual-Call UC Client (Web or Desktop)
• At least one queue must be configured in the PBX Management Portal.
• The user must be assigned as an agent or manager of a queue.
• The corresponding permissions must be enabled in the Queue Panel Permissions of the queue (see article "Queue").

Access

In the UC Client, navigate to Call Center Console in the left sidebar. Below it, you will find the two sub-menus Wallboard and Queue Panel.

Wallboard

The Wallboard displays real-time metrics of the selected queue in a clear tile layout.

Select a Queue

In the top left corner, use the dropdown menu (e.g. Queue 1 [6400]) to select the desired queue. Use the arrow buttons on the left and right to navigate between multiple queues.

Time Period

In the top right corner, select the time period for the displayed statistics (e.g. Today).

Widgets

The Wallboard displays the following metrics as widgets:

Customizing the Wallboard

Click Edit in the top right corner to customize the Wallboard.

In edit mode, you can:

• Add Widget—Click + Add Widget to add additional metrics.
• Move widgets—Drag and drop widgets to the desired position.
• Remove widgets—Click the X on a widget to remove it.
• Widget settings—Click the gear icon to adjust a widget's settings.
• Lock widget size—Click the lock icon to fix a widget's size.
• Reset—Resets the layout to the default view.

Click Save to apply your changes, or Cancel to discard them.

Queue Panel

The Queue Panel provides an operational real-time view of the queue with call details and agent information.

Statistics Bar

At the top, the key metrics of the selected queue are displayed:

Waiting Calls

Shows all callers currently waiting in the queue. The table contains the columns: Caller, Callee, Status, Time, and Details. Depending on permissions, managers can redirect, transfer, or park calls here.

Active Calls

Shows all currently ongoing calls in the queue with the same columns. Managers can listen, whisper, or barge in on calls—provided the permissions are enabled in the queue configuration.

Agent Panel

On the right side, the Agent panel is displayed with an overview of all assigned agents. For each agent, you can see:

• Name and extension of the agent
• Status (e.g. Logged out, Available, Paused, Static Agents)
• Answered—Number of answered calls
• Missed—Number of missed calls
• Total Talk Time—Total talk time of the agent

Using the icons in the top right corner of the Agent panel, you can search for agents, change statuses, or adjust the display.

Best Practices

• Use the Wallboard as a permanent display (e.g. on a screen in the office) for a quick overview of queue activities.
• Use full-screen mode (icon in the top right) for a better overview, especially on large screens.
• Regularly check the SLA value and abandon rate to identify bottlenecks early.
• Use the Queue Panel to respond to waiting calls in real time and redirect calls when needed.
• Customize the wallboard layout to show the metrics most relevant to your team.