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Wallboards

The Wallboards page (/wallboards) is the live operations view — agent state distribution updated in real time over Server-Sent Events (with a 30-second polling fallback if SSE is unavailable).

What's on the page​

  • State distribution cards — counts and percentages for each agent state: AVAILABLE, ON_CALL, ACW (after-call work), BREAK, OFFLINE. Colour-coded.
  • Aggregate adherence — (Available + On Call) / Total, the live productive share.
  • "Not productive" summary — Break + Aux + ACW combined, the inverse of productive time.
  • Team aggregates — when multiple teams are in scope, agent counts break out by client account and LOB.
  • Agent feed — sortable table with employee name, current state, account ID, last update timestamp, and aux code (for agents in BREAK or AUX).

Filters​

Optional, stored in the URL so dashboards survive refresh:

  • Client account
  • LOB
  • Site

Live / paused / refresh​

  • Connection status badge shows whether SSE is connected, polling, or reconnecting.
  • Live / Paused toggle freezes the feed when an analyst wants to study a specific moment without the table reshuffling under them.
  • Refresh forces a re-pull regardless of mode.

Pairs with​

  • Adherence for the exception review side of the same data.
  • Operations when a wallboard view shows a coverage gap worth fixing with a cross-site borrow.
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