Live Agent Dashboard and Wallboard

The Unaric SoftPhone Wallboard in Salesforce provides a real-time view into active calls, agent status, and call activity across your organization.

Managers can monitor ongoing interactions as they happen, while the Historical View provides visibility into key metrics like unanswered calls, missed calls, and follow-up outcomes over the past 7, 15, or 30 days.

A simple toggle between live and historical views allows seamless monitoring and trend analysis - all within one centralized Salesforce dashboard.

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The Wallboard shows rich call metrics including inbound and outbound call volume, average talk time, call state breakdowns, and Microsoft Teams activity (including user-to-user calls and meetings).

Clicking any metric reveals a detailed list of the associated calls, such as those still ringing or recently missed.

This granular visibility helps team leaders investigate issues quickly and take action in real time.

In Live View, supervisors can track agent presence states (Available, On a Call, Presenting, etc.) across the team.

Presence data updates automatically when the tab is active and reflects the user’s time zone.

You can also monitor queue activity, including calls answered through queues or calls made with queue numbers - depending on phone system support.

The dashboard is fully integrated into Salesforce and can be customized to match business needs. Only Live Agent Dashboard Administrators can configure filters to narrow the view by agent, queue, call center, or even specific offices.

Admins can choose which values and KPIs appear, limit dashboards to a single office, or roll up data across all global offices into one view. Visuals and metrics are fully customizable to focus on what matters most for each team.

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