Live Wallboard in Salesforce

The Live Agent Dashboard and Wallboard give managers and teams real-time visibility into agent availability and activity. Presence states clearly indicate whether an agent is online, in a meeting, on a call, away, or in Do Not Disturb mode.

This is especially valuable for organizations with distributed or remote sales or service teams, where quick visibility into a colleague’s status supports smoother collaboration and faster handoffs.

Supervisors can see which agents are currently handling calls, which ones are ringing, and who is available to take the next interaction.

Call status indicators are updated live, helping support call centers and high-volume teams that rely on efficient call routing and queue management. It's a real-time view that helps maintain service levels without constant check-ins.

Unaric Voice presence states are fully integrated with Salesforce and, when configured, sync bidirectionally with Omni-Channel.

When an agent picks up a call, their Omni-Channel status automatically updates to 'Busy' - pausing chat or case assignments. When the call ends, Unaric Voice can apply a configurable wrap-up state or return the agent to Available, ensuring consistent status across all service channels.

In addition, presence states can also be synchronized with Microsoft Teams, even if the phone system itself doesn’t provide a direct Teams integration - keeping availability aligned across collaboration and service tools.

The Wallboard view gives team leads a quick overview of all agent statuses in one place - ideal for busy support teams or sales floors.

Whether managing a call center or a remote team, this dashboard helps you identify idle time, active calls, or agents in meetings at a glance. It's a simple but powerful tool for maximizing team coordination and performance.