If you run a call centre, sales floor, or any team that handles phone calls, you need visibility into what’s happening in real time. How many calls are in the queue? How long are people waiting? Which agents are available? Are you meeting your SLA targets?
3CX wallboards give you that visibility. They’re live dashboards that display call statistics, queue metrics, and agent status — typically on a large screen in your office, but also accessible on any browser.
This guide covers how to set up wallboards in 3CX, what metrics to display, and how to get advanced wallboard features using third-party tools.
What Is a 3CX Wallboard?
A wallboard is a real-time dashboard that shows live call centre statistics. Think of it as a scoreboard for your phone system. At a glance, your team can see:
- Calls in queue — how many callers are waiting right now
- Longest wait time — how long the oldest call has been waiting
- Agents available — how many team members are ready to take calls
- Calls answered today — total volume
- Abandoned calls — callers who hung up before being answered
- Average wait time — how long callers typically wait
- SLA percentage — percentage of calls answered within your target time (e.g., 80% within 20 seconds)
Built-in 3CX Wallboard
3CX Pro and Enterprise editions include a built-in wallboard accessible through the web client.
How to Access
- Log into the 3CX Web Client as a manager or admin
- Navigate to Wallboard in the sidebar
- The wallboard displays real-time stats for your queues
What It Shows
The built-in wallboard displays:
- Queue name and status
- Number of calls waiting
- Total calls answered / abandoned / missed
- Agent list with current status (Available, On Call, Away, etc.)
- Basic SLA metrics
Limitations
The built-in wallboard is functional but basic:
- Limited customisation — you can’t rearrange widgets or add custom metrics
- No historical trends or graphs
- Can’t display on a standalone URL (requires login)
- No per-agent performance breakdown
- No export or scheduling of reports
For most businesses with simple queue monitoring needs, the built-in wallboard works fine. But if you need more — agent scorecards, historical trends, custom SLA thresholds, TV-mode displays — you need an advanced solution.
Advanced 3CX Wallboards with ITelecoms
ITelecoms Advanced 3CX Reports extends 3CX’s built-in reporting with enterprise-grade wallboards and analytics. Here’s what you get beyond the built-in wallboard:
Live Queue Wallboards
- Real-time queue stats — calls waiting, longest wait, agents available, SLA %
- Multi-queue view — monitor all queues on one screen
- Colour-coded SLA alerts — green/amber/red thresholds (e.g., red when wait time exceeds 30 seconds)
- Auto-refreshing — no manual refresh needed
- TV mode — full-screen display for office screens, auto-rotates between views
Agent Performance Dashboards
- Per-agent stats — calls answered, average handle time, wrap-up time, availability %
- Agent comparison — see who’s performing and who needs coaching
- Login/logout tracking — when agents joined and left the queue
- Break time monitoring — how long agents spend on breaks vs available
Historical Reporting
- Hourly/daily/weekly/monthly trends — call volume patterns, peak times, staffing recommendations
- SLA reporting — % of calls answered within target, broken down by hour/day/agent
- Abandoned call analysis — when and why callers hang up
- Exportable reports — PDF, CSV, Excel for management
Custom Alerts
- Threshold alerts — get notified when queue wait exceeds a limit
- Missed SLA alerts — instant notification when SLA drops below target
- Agent availability alerts — warning when too few agents are logged in
Setting Up a Wallboard Display
Option 1: Dedicated TV/Monitor
The most common setup — a large screen on the office wall showing live stats:
- Connect a Raspberry Pi, Amazon Fire Stick, or any mini PC to the TV
- Open Chrome in full-screen (kiosk) mode
- Navigate to your wallboard URL
- Set Chrome to auto-start on boot in kiosk mode
Raspberry Pi kiosk mode:
# Auto-start Chromium in kiosk mode on boot
chromium-browser --kiosk --noerrdialogs --disable-translate --no-first-run --fast --fast-start https://your-wallboard-urlOption 2: Browser Dashboard
Any browser can display the wallboard:
- Open the wallboard URL in Chrome/Edge/Firefox
- Press F11 for full-screen
- Leave the tab open — it auto-refreshes
Option 3: Multiple Screens
For large call centres, display different views on different screens:
- Screen 1: Overall queue stats
- Screen 2: Agent performance scoreboard
- Screen 3: SLA and call volume trends
- Screen 4: Abandoned call alerts
Best Practices for Wallboard Setup
What to Display
For the Team (Main Floor Screen):
- Calls in queue (big number, front and centre)
- Longest waiting time
- Agents available
- SLA % for today
- Total calls answered today
Keep it simple — 4-6 metrics maximum. The team needs to glance at it, not study it.
For Managers (Office Screen):
- All of the above, plus:
- Agent-level breakdown
- Abandoned call count
- Historical trend (calls by hour today vs yesterday)
- Average handle time
For C-Level (Weekly Report):
- Weekly SLA performance
- Call volume trends
- Staffing efficiency
- Cost per call (if tracking)
SLA Thresholds
Configure colour-coded alerts:
- Green: Everything normal — SLA above 90%, wait times under 15 seconds
- Amber: Attention needed — SLA 70-90%, wait times 15-30 seconds
- Red: Action required — SLA below 70%, wait times over 30 seconds
Screen Positioning
Place the wallboard screen where the team can see it without turning their heads. Above the team lead’s desk or on the wall facing the team works best. Avoid placing it behind agents — they should be able to glance at it naturally.
Metrics Explained
| Metric | What It Means | Why It Matters |
|---|---|---|
| Calls in Queue | Callers currently waiting | High numbers = need more agents or faster handling |
| Longest Wait | How long the oldest caller has been waiting | If this exceeds your SLA target, you’re failing |
| Agents Available | Team members ready to take the next call | Track this to spot staffing gaps |
| SLA % | % of calls answered within target time | The single most important call centre metric |
| Abandoned % | % of callers who hung up before being answered | High abandonment = lost customers/revenue |
| Avg Handle Time | Average duration of answered calls | Helps with staffing calculations |
| Avg Wait Time | Average time callers spend in queue | Customer experience indicator |
| Calls Answered | Total calls handled today | Volume tracking |
Frequently Asked Questions
Do I need 3CX Pro for wallboards?
The built-in wallboard requires 3CX Pro or Enterprise. The free StartUP plan doesn’t include wallboard access. For advanced wallboards, ITelecoms Advanced 3CX Reports works with all 3CX editions.
Can I display the wallboard on a TV without a PC?
You need some device to run a browser — a Raspberry Pi ($35), Amazon Fire Stick ($40), or a Chrome HDMI dongle. The wallboard runs in a web browser, so any device with Chrome works.
Can I see historical data, not just live stats?
The built-in 3CX wallboard is live only. For historical reporting (trends, exports, weekly summaries), you need Advanced 3CX Reports or the 3CX call log exports.
How do I get 3CX call reporting set up?
See our complete guide: 3CX Call Reporting: Dashboards, Wallboards & Analytics. It covers built-in reporting plus advanced third-party options.
Can remote/WFH agents see the wallboard?
Yes. The wallboard is browser-based — any agent with access to the URL can view it from home. No VPN required if using 3CX cloud or a public-facing wallboard URL.
Need advanced wallboards for your 3CX system? ITelecoms Advanced 3CX Reports gives you live queue stats, agent performance dashboards, and historical analytics. Get in touch for a demo.