Competitive Wallboard

Turn call goals into a live leaderboard.

Competitive Wallboard ranks your agents by calls or talk time for the day, week or month, and shows quotas, idle time and status on one browser screen that updates as calls come in and go out.

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Calls or talk time rankings
Day, week and month quotas
CSV, XLSX and PDF reports

On the board

Every number on the leaderboard, picked by you.

Choose which columns appear and in what order. These are the stats the Wallboard can show for each agent, with a totals row at the bottom that adds them up.

Total calls
Inbound calls answered and outbound calls placed in the current period.
Outbound attempts
Every outbound call an agent tried, including ones that did not connect.
Talk time
Total time spent on completed inbound calls.
Average length
The average length of each agent's inbound and outbound calls.
Missed calls
Inbound calls that rang to the agent and went unanswered.
Day, week, month
Inbound and outbound call counts for today, this week and this month.
Quotas
Each agent's call and minute quotas for the day, week and month.
Idle time
Time since the last call or status change, plus the total since midnight.
Phone status
The live line state from 3CX, such as Available or On a Call.
Presence
The agent's custom status, like Away or Lunch, and how long it has been set.

The Competitive Wallboard screen: each agent with photo, extension and name, missed calls, talk time, average call length, inbound and outbound call totals, idle time now and today, phone status and presence, with a department message above the grid and a totals row below.

Ranking

Decide what earns the top spot.

Four settings put the board in order. Rank by today's calls for a short contest, by talk time over the month, or simply by name when you do not need a ranking.

Rank byNumber of calls, talk time, or agent name.
DirectionOutbound calls made, or inbound calls received.
RangeToday, this week or this month.
OrderHighest first for a leaderboard, or lowest first to see who may need support or coaching.

When two agents tie on calls, the one with more talk time in that direction shows first.

The Sort By, Sort Order, Sort By Range and Sort Order Type options in General settings, set to Calls, Outbound, Day and DESC.

The four sort settings in General settings.

Competitive Wallboard is included in the VoIPTools Subscription.

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Inside Competitive Wallboard

Goals, rules and records behind the board.

Quotas

Set call and minute goals for every agent.

On the Agent tab, type a quota for each agent: outbound calls, inbound calls, outbound minutes or inbound minutes, for the day, week or month. Add the quota columns to the Wallboard to show each goal next to the activity.

Pull agent names from 3CX in one step
Turn agents on or off the board
Upload agent photos as a batch
Post a department message as a banner above the board

The Agent tab with day, week and month quota columns for outbound calls, inbound calls, outbound minutes and inbound minutes, plus agent photos and a department message field.

Counting rules

Count only the calls that should count.

Set a minimum call duration to keep quick hang ups out of the totals, and set shift hours so calls outside them are left out. You also decide whether calls between extensions count.

Minimum call duration in seconds
Regular full day, or your own shift start and end
Internal calls on or off, and play file stats left out if you prefer
Refresh rate, font size, time zone and date format

General settings: font size, picture size, display culture and time zone, minimum call duration, departments, refresh interval, answered calls SLA, custom section checkboxes, web portal password, work hours type with shift times, and frequency.

Queues

See today's queue numbers on their own screen.

The Queues screen shows how each call queue is doing today for inbound external calls: agents available and busy, calls waiting, answered and abandoned calls, SLA percentage, and average and longest wait.

Set your own answer time target in seconds for the SLA
Pick which departments and queues to watch
Add columns such as abandoned percentage or mean talk time

The Queues screen with two queues showing agents available and busy, calls waiting, answered and abandoned calls, SLA percentage, and average and longest wait time.

Columns

Show only the stats your team needs.

Move columns between Available and Display, change their order, or reset to the default set. Each department keeps its own layout, and the Picture column always stays first.

Managers change the layout for their own department
Admins can change every department they belong to
Switch departments from a dropdown on the Wallboard

The Grid Columns tab with Available Columns such as Outbound Calls, Outbound Quota and Inbound Calls by day, week and month, and the Display Columns shown on the Wallboard.

Reports

Export the record behind the board.

Three reports sit under Reports: Call Log, Agent Status and Queue Call Log. Pick a date range and time zone, group rows by any column, and export to CSV, XLS, XLSX or PDF.

Call Log: every call placed or received, and whether it was answered
Agent Status: every status change and how long it lasted
Queue Call Log: every call that entered a queue

The Call Log Report with start and end dates, a time zone, export buttons for CSV, XLS, XLSX and PDF, and calls listed with start, answer and end times, status, direction, ringing and talking time.

Where it helps

Made for teams that work toward call goals.

Outbound sales teams

Rank reps by outbound calls for the day and show each rep's daily call quota beside the count.

Inbound service desks

Rank by inbound calls or talk time, and keep missed calls and idle time in view through the shift.

Short contests

Rank by today's calls and post the prize in the department message banner above the board.

Coaching

Switch the order to lowest first to see who may need support, then review their history in the Agent Status Report.

Two wallboards, two jobs

Competitive Wallboard is built around results and goals.

Queues Wallboard is for the calls happening right now: it colors each waiting caller yellow or red by wait time, and lets supervisors log agents in or out, listen, whisper or barge. Competitive Wallboard looks at how each agent is doing across the day, week and month.

Rankings

Agents ordered by calls or talk time for the day, week or month.

Quotas

Call and minute goals for each agent, for each time range.

Counting rules

Minimum call duration and shift hours decide which calls count.

Reports

Call, agent status and queue call logs, ready to export.

Everything in Competitive Wallboard

Web-based leaderboard
Inbound and outbound call tracking
Rank by calls, talk time or name
Day, week and month ranges
Call and minute quotas per agent
Missed calls and outbound attempts
Idle time now and today
Agent phone status and custom status
Choose and order the columns
Minimum call duration and shift hours
Internal calls option
Queues screen with SLA percentage
Call Log, Agent Status and Queue Call Log reports
Export to CSV, XLS, XLSX and PDF
Department message banner
Rotate through departments on a timer
Agent photos and names
Roles for each type of user
Custom Branding and font size
Sign-in logs

Details

Requirements, updates and documentation.

Downloads and documentation

3CX version 20
A separate Windows 10 or later, or Windows Server 2012 or later, machine running alongside 3CX, with at least 8 GB of memory. Installing on a domain controller may need extra help.
The Windows web server role turned on, Microsoft .NET Framework 4.7.2 and the .NET Core SDK
Microsoft SQL Server 2016 or later (the free Express edition works)
VoIPTools Relay, which connects Competitive Wallboard to your 3CX system, and the VoIPTools Universal Updater
Static IP addresses for both servers, with the network ports listed in the documentation open between them. HTTPS is recommended and needs a fully qualified domain name.
People sign in from a web browser with their 3CX extension and their voicemail PIN or 3CX web client password.

Check the documentation for the current release and full setup details for your environment.

v20.0.14February 20, 2025+

Fixed an issue that counted transfers from one queue to another as both a missed and an answered call for some users.
Fixed an issue that kept the call duration from matching the 3CX console static report.

v20.0.12February 12, 2025+

Fixed an issue that caused call counts on the wallboard to differ from the recorded number of calls when making outbound calls.
Fixed an issue that kept call status from updating outside the server environment.

v20.0.8November 29, 2024+

Updated to .NET 9.
Other minor bug fixes.

v18.0.220November 1, 2024+

Fixed an issue that marked outbound call transfers as missed calls in the Queues tab.
Fixed an issue that showed inbound call counts that did not match the 3CX console for some users.
Minor code changes and improvements.

v18.0.213August 7, 2024+

Fixed an events issue that caused duplicate records.
Fixed an issue that caused inbound and outbound data to mismatch.
The wallboard now shows information from the previous shift if an agent from that shift receives a call.

v18.0.210July 2, 2024+

Added time zone and culture.
Fixed an issue that showed incorrect date information on the wallboard.
Fixed an issue that showed incorrect idle time in the Current and Today columns.
All extensions now correctly show as available by default in the Wallboard tab when CPS is enabled.

v18.0.208June 3, 2024+

Fixed an issue that caused inconsistent counting of inbound and outbound calls.
Fixed an issue that caused a data mismatch between the Call Waiting column, the Queues tab and the wallboard.
Fixed an issue that kept some users from making external calls when the internal calls checkbox was selected in settings.
Cosmetic changes.
Other minor bug fixes and improvements.
Added time zones and culture to the Reports tab.
The time delay is now shown on the wallboard.

v18.0.206March 24, 2024+

Users can now track internal calls.
You can now sort by extension and agent name on the Wallboard tab.

v18.0.203October 31, 2023+

Fixed an issue that stopped the wallboard after the database was updated.

v18.0.202September 5, 2023+

Fixed an issue that kept some users from logging in.
Custom statuses can now be used on the wallboard.

v18.0.200July 20, 2023+

Added a Remember Me option in the Settings tab.
General bug fixes and improvements.

v18.0.198May 5, 2023+

Added Sort by Range in the General settings tab.

v18.0.197January 18, 2023+

Now supports JWT.
Added the ability to view the percentage of inbound versus outbound calls.

Questions

Competitive Wallboard questions, answered.

Anything else? Our team answers 24/7 from the USA, India and the Philippines.

How is Competitive Wallboard different from Queues Wallboard?+

Queues Wallboard is for the live queue: it colors waiting callers by wait time and lets supervisors log agents in or out, listen, whisper or barge. Competitive Wallboard ranks agents by calls or talk time over the day, week or month, tracks each agent's quotas, and keeps call and status reports you can export. Both are included in the VoIPTools Subscription.

Which 3CX version do I need?+

Competitive Wallboard works with 3CX version 20. It runs on its own Windows machine alongside 3CX and connects through the VoIPTools Relay. See the requirements below for the full list.

Can agents see the leaderboard?+

Yes. Managers choose what each role can reach on the Roles tab, across the five pages: Wallboard, Queues, Settings, Reports and Logs. By default, basic users reach the Wallboard and Queues screens and cannot change settings.

Which calls count toward the totals?+

You decide. Set a minimum call duration so quick hang ups are left out, set shift hours so calls outside them do not count, and choose whether calls between extensions are included.

Why is idle time not showing on the Wallboard?+

Idle time appears when Work hours type is set to Shifts in General settings.

Can one screen show several teams?+

Yes. Set a Department Refresh Interval in minutes and pick the departments, and the Wallboard rotates through them. Choosing a department outside the cycle stops the rotation.

Which 3CX groups can it monitor?+

It monitors 3CX departments that you pick. The built-in DEFAULT group is left out on purpose, because loading every member of a large system can slow things down.

How do people sign in?+

With their 3CX extension and either their voicemail PIN or their 3CX web client password, whichever you choose in General settings.

Can we match it to our brand?+

Yes. Custom Branding sets the header title, logo, header colors, grid color and accent color.

Got a question?

Talk to the team that builds Competitive Wallboard.

Whether it is Competitive Wallboard, another add-on, or a custom solution built around your needs, we can help you get the most out of 3CX.

Already a customer? For help with an install or an issue, email Support@VoIPTools.com.

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