Live call center floor console for Dialpad supervisors

Build me a live floor console for my contact center supervisors, backed by Dialpad. This is a wallboard my supervisors keep open on a second screen for their whole shift, so it should refresh on its own and stay readable from a few feet away. It has two tabs: Floor and Callbacks.

The Floor tab is the main view. Enumerate our call centers with List Call Centers and render one large card per call center. Each card pulls Get Call Center Status for the live numbers that matter: current queue depth (how many callers are waiting), the longest wait time in that queue right now, and the count of operators on duty. Show those three as big, glanceable figures with clear labels. Poll this on a timer, roughly every 20 to 30 seconds, and show a small last-updated timestamp so a supervisor can tell whether the board has gone stale.

Underneath the live numbers, each card shows exactly who is staffed. Call List Call Center Operators for that call center, and for each operator call Get Call Center Operator Skill Level to get their skill level in that queue. Render this as a compact roster: operator name, and their skill level. Sort the roster by skill level, highest first, so a supervisor can immediately see whether a backed-up queue is staffed with the right people or only with low-skill operators. Keep the roster tight so several call center cards fit on one screen at once.

Colour is the key nuance here. Each supervisor sets their own longest-wait threshold inside the app, in a settings control on the board itself, and that threshold persists per user so it is still there the next time they open it. When a call center's longest wait crosses that supervisor's threshold, the whole card turns red so it is impossible to miss from across the room. Below the threshold the card stays in its normal neutral state. Do not hardcode the threshold; it must be editable in the UI and saved per user.

The second tab is the callback backlog, which is the part Dialpad's own dashboard does not give me as an actionable work queue. Pull List Callbacks for each call center and pool them into one table sorted longest-waiting first. Each row shows the caller's number, which call center they are waiting on, when they requested the callback, and how long they have been waiting, with the wait duration visually emphasized as it grows.

Every row has three actions. "Text an update" sends a message to that caller using Send SMS. "Requeue" puts the caller back into the call center queue using Create Callback. "Ring an agent" places a call using Initiate Call via Ring so a supervisor can pull an available agent onto the caller straight away. Requeue and Ring should confirm before firing and then show the result on the row.

Add a "Clear the backlog" button above the table that kicks off a background agent. The agent walks the oldest callbacks in order, and for each caller it looks up that number's recent activity with List Calls and pulls detail on the most relevant recent call with Get Call, so it understands what the person was already calling about and how many times they have tried. From that it writes a short, personalized apology-and-ETA text for that specific caller, referencing their situation rather than a generic template, and writes the draft back into the app attached to that callback row. The agent drafts only. It must never send anything.

Drafts land inline on their rows as the agent produces them, so the supervisor can watch progress and start reviewing before the pass finishes. Show clear agent status (running, how many drafted so far, finished). Each drafted row becomes editable: the supervisor reads the draft, edits the wording if they want, and clicks send on that row, which is what actually calls Send SMS. Also give them a review mode that steps through the drafted rows one at a time so they can clear a large backlog in a single pass, still clicking send on each one. Persist the drafts so a page refresh does not lose them.

Two hard rules. First, no text message is ever sent without an explicit click from a human, anywhere in the app; there is no auto-send, no send-all, and no bulk blast button. Second, when sending several messages in a row, send them sequentially with a short pause and back off and retry on rate limiting, because Dialpad caps outbound texts at 100 per minute on the entry tier. The same applies to the agent's lookups: page through call history politely rather than firing everything at once.

Keep the whole thing Dialpad-only. Do not add Slack, email, or any other escalation channel.