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Wallboard Widgets - KPI Reference for ConvyAI Agent Desktop

Overview​

Each widget in the Wallboard displays a specific KPI about your contact center. All widgets can be shown in chart or table format using the controls on the right side. Data refreshes automatically every minute or manually via the Refresh All button.

Average Response Time​

Shows the average time agents took to respond to customers for the current day, broken down by channel: chat, social (WhatsApp, Telegram, Facebook Messenger, etc.), and email.

Average Response Time widget

Contacts by Channels​

Shows the total number of contacts handled today, split by channel.

Contacts by Channels widget

Contacts by Priority​

Shows the contacts handled today, grouped by priority level. The center of the widget shows the total number of contacts; the outer ring shows the percentage breakdown by priority.

Contacts by Priority widget with donut chart

Available priority levels: Normal, High, and Critical. If a priority level has no contacts for the day, it does not appear in the chart.

Contacts Handled​

Shows the number of tasks handled per hour for the current day. Depending on your permissions, you may see only your own contacts or all contacts handled by agents in your profile.

Contacts Handled widget with hourly bar chart

Agent Capacity​

Shows the current workload of each agent as a percentage of their total capacity. Helps supervisors understand who has bandwidth and who is at or near full load.

Agent Capacity widget with agent gauges

Click the filter icon in the widget controls to filter by specific agents.

Agent Capacity filter dropdown

Hover over an agent's gauge to see a popup with more detail: number of active tasks, channel distribution (chat vs. email), and last activity timestamp.

Agent Capacity hover popup with detailed agent data

Switching to card view​

View toggle icon in the Agent Capacity widget controls

Click the view toggle in the widget controls to switch to the card view.

Agent Capacity widget in card view

Agent Capacity cards view with filtering and sorting

Agent Capacity cards view with extra actions

The card view allows you to:

  • Filter agents by status
  • Sort by username
  • Search for a specific agent

Agent Status​

Shows the status of all agents across your visible queues. The outer ring represents individual queues; the inner pie chart shows the distribution of agent statuses within each queue.

Agent Status widget showing queue ring and agent status distribution

Agent Status widget with complex multi-queue visualization

Hover over a specific queue segment to see the details for that queue. The percentage shown indicates how many agents in the queue are currently logged in.

In table view, an additional "Ready with capacity" column shows how many agents are in Ready status and can still accept new tasks.

Average Time of First Response​

Shows the average time from when a customer's conversation lands in a queue to when an agent sends the first message, broken down by queue.

Average Time of First Response widget with per-queue bar chart

The value is expressed in seconds and calculated as: sum of first response times across all conversations in the queue ÷ total number of conversations handled in that queue.

Average Time of First Response widget for single queue view

Calls Overview​

Shows the number of audio/video calls currently active and the average call duration for each queue in your profile, for the current day.

Calls Overview widget with active calls and average duration

Conversation Overview​

Provides a snapshot of the current status of all tasks across monitored queues.

  • First row - tasks split by queue, assigned to agents
  • Second row - the same tasks, split by channel

Conversation Overview widget with tasks by queue and by channel

Conversation Status by Channel​

Shows the number of active conversations for each channel, split between conversations assigned to agents and conversations still in queue.

If the Preferred Agent feature is enabled, the widget also shows conversations waiting in agents' personal queues.

Conversation Status by Channel widget

Use this widget to understand workload distribution by channel. A high number of queued conversations on a specific channel may indicate a need for more agents on that channel.

Conversation Status by Queue​

Shows the number of active conversations for each queue, split between conversations assigned to agents and those still waiting in queue.

If the Preferred Agent feature is enabled, it also shows conversations in agents' personal queues.

Conversation Status by Queue widget

A high queued count on a specific queue indicates that more agents should be skilled on that queue.

Percentage of SLA Expired​

Shows the percentage of tasks for which the SLA (Service Level Agreement) response time has expired, broken down by queue. Separate widgets exist for each channel type (chat, social, email), since each has different SLA configurations.

Percentage of SLA expired widget

  • 0% is the ideal result.
  • A value near 100% indicates the queue likely has too few agents to handle the volume of incoming conversations.

Queues Overload​

Shows the queue length relative to the total number of inbound tasks. The overload percentage equals the number of queued tasks divided by the total number of inbound tasks (queued + active).

Queues Overload widget with percentage bars

Use this widget to decide whether more agents need to be assigned to a queue to reduce customer wait times.

Conversations Monitoring​

Shows a summary of conversation management KPIs for the current day:

  • Speed of Answer - average time a customer waited before receiving the first agent response (queue wait time + first response time)
  • Longest Queueing Time - the maximum time a single task waited in queue

Conversations Monitoring widget with speed and queueing KPIs

Current Day Work Statistics​

This section shows a series of charts summarizing the work done during the current day. Each chart can be expanded or collapsed using the icon in the top-right corner of the chart.

Expand/Collapse icon on a chart

Contacts Handled (by hour)​

Shows the number of tasks accepted during the day, grouped in 60-minute intervals.

Contacts Handled hourly chart

Contacts by Priority​

Shows total tasks accepted today, grouped by priority level.

Contacts by Priority chart for the current day

Contacts by Channel​

Shows total tasks accepted today, grouped by channel.

Contacts by Channel chart for the current day

Average Response Time​

Shows the average response time for messages exchanged during the day. Two KPIs are tracked:

  • First Response - time from the customer's first message to the agent's first reply
  • Overall Average - average response time across all messages for chat, social, and email

Average Response Time chart for the current day