Contact Center Dashboards
  • 21 Jun 2023
  • 5 Minutes to read
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Contact Center Dashboards

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Article Summary

Real-time metrics, allow you to make real-time decisions. See what’s going on in your business with built-in Contact Center dashboards that show you metrics like ongoing calls, average speed to answer, agent availability, and much more.

With a leaderboard that tracks call volume, moments, and sentiment, managers can easily pinpoint where agents or reps need help.

Dialpad's 

Let's take a look at how these dashboards work. 

Who Can Use This Feature
Contact Center Dashboards are available to Ai Contact Center users on a Pro or Enterprise plan.
Contact Center Admins, Supervisors and Coaches are able to access the Supervisor dashboard.  

Access a Contact Center Dashboard

Contact Center Dashboards can be accessed via the Dialpad Web Portal, or from the Dialpad app. 

Web Portal

To access the live Contact Center Dashboards from the Web Portal, head to your Admin Settings from Dialpad.com 

  1. Select the Live Dashboard icon from the left sidebar (that's the ECG icon)
  2. Select the Calls tab

CC_Live_Dashboard.png

Desktop App

To access the live Contact Center Dashboards from the Dialpad app:

  1. Choose the desired Contact Center from the left-hand sidebar
  2. Select the Live Dashboard Icon on the top right-hand side of the app (that's the ECG icon)

acess_live_dash_from_ap.png

A new browser tab will open, taking you to the Contact Center Dashboard. 

Dashboard Types

Dialpad provides two out-of-the-box Contact Center Dashboards:

  • Calls Dashboard
  • Contact Centers Dashboard

Calls Dashboard

The Calls Dashboard displays an easy-to-read summary of your Contact Center's health and performance. Quickly review large, visual representations of your handled calls, total calls, missed calls, abandoned calls, call volume, average call duration, live calls, SLA, Agent-to-Caller Ratio, speed to answer, Agent status, and an Agent Leaderboard.

CC_Calls_dash.png

The Calls Dashboard allows you to filter for one or more Contact Centers, and the desired time frame. 

To view additional filters, use the Contact Centers Dashboard.

Note:
If you are filtering for multiple Contact Centers in the Calls Dashboard, the Agent Status details will not populate.

Contact Centers Dashboard

The Contact Centers Dashboard displays a table view of your chosen filters, for the desired Contact Center. Filter by time, Contact Center, and action column. 

CC_dash.png

The Contact Centers Dashboard allows you to monitor multiple Contact Centers at once. Be sure to read this Help Center article for more information. 

Filter Options

Choose to review Contact Center data from the current hour, the previous hour, the last 2 hours, the last 4 hours, the last 8 hours, or even the entire day.

Filter by Contact Center to view aggregate data, or view each Contact Center individually.

Customize the columns in the Contact Centers dashboard to see the following information:

  • Contact Center name
  • Contact Center abbreviated name
  • Queued calls
  • Longest wait time
  • Number of available agents
  • Number of agents on a call
  • Number of agents in wrap-up
  • Total number of inbound calls
  • Number of inbound calls answered
  • Number of inbound calls abandoned
  • Number of inbound calls missed
  • Number of voicemails 
  • Number of outbound calls connected
  • Number of outbound calls canceled
  • Average speed to answer (ASA)
  • Service level
  • Average call duration (ACD)

Summary Metrics

The Calls Dashboard provides several unique widgets to display a full summary of your Contact Center's performance and health. 

Choose to review data from the current hour, the previous hour, the last 2 hours, the last 4 hours, the last 8 hours, or the entire day.

The first 6 summaries display information on:

  • Handled Calls
    • Inbound, Outbound, and Connected Calls
      • Total includes any calls that live calls
  • Talk Talk Time (in minutes)
    • Total number of inbound calls and outbound calls 
  • Missed Calls
    • Number of missed calls and missed calls that were sent to voicemail
  • Abandoned Calls
    • Number of abandoned calls, as well as short abandoned calls 
  • Call Volume
    • Call volume noted by hour and call type
    • Separate visuals for inbound and outbound calls
  • Average Call Duration
    • Average call duration per day, and compared to the last 7 days
    • Separate visuals for inbound and outbound calls

CC_dash_summary.png

Hover over data in either to get a more exact view of a specific time and its performance.

Click on a call volume metric, and you'll be taken to the Call History menu for that subset of calls.

Agent Status, Live Calls, & Service Level

Gain deeper insight into your Contact Center's busiest times by reviewing the Agent Status widget, along with the Live Calls and Service Level metrics. 

CC_Dash_agent_summary_view.png

  • Agent Status provides a live view of the total number of Agents assigned to the Contact Center and their statuses. 
  • Live Calls displays the number of calls in progress and queued.
  • Service Level, shows you the percentage of calls answered during the Contact Center's open hours, within the time threshold set for that Contact Center (default is 60 seconds).
    • Short Abandoned Calls are excluded, and the answer time is calculated as the difference between the moment the call arrives ('date_started') and when it connects to an Agent ('date_connected')

Hold Queue Metrics

Hold Queue Metrics provide insight into your staffing needs. Hold Queue metrics include Speed to Answer, Abandon Rate and Agents:Caller ratios. 

CC_Dash_hold_queue.png

  • Speed to Answer displays the shortest, longest and average amount of time it takes your Agents to answer a call 
  • Abandon Rate displays the percentage of calls that are Abandoned by the caller before reaching your Agents. It is further broken down into the shortest, longest and average amount of time that the caller waited before hanging up.
  • Agent:Callersdisplays the average ratio of Agents to Callers, as well as the number of callers currently in your queue 
    • This helps identify the current handling capacity (or lack thereof!) for your Contact Center.
    • Agents included are those available to take calls, on a call, or in wrap up time for the given Contact Center specifically. 
    • Callers included are those currently on a call, or in the hold queue for the given Contact Center.

Agent Leaderboard

Use the Agent leaderboard to review you Agent's performance and easily see who is on a call or not. 

CC_Dash_Agent_Leaderboard.png

The Agent leaderboard displays the:

  • Agent name
  • Agent status
  • # of inbound calls
  • # of total minutes
  • Average call duration
  • # of total texts
  • # of missed calls
  • # of outbound calls
  • Total wrap-up time
  • Total idle time

Select an Agent and you'll be taken to the Call History menu for their subset of calls.

Visit this Help Center article to learn more about Contact Centers.

FAQs

Why does the total row of the "Agents Available" column on the All Call Centers dashboard not add up to the sum of the numbers in the rows for all the call centers above it?

The total row for "Agents Available" calculates the number of distinct agents, as it's possible that an agent can be available in more than 1 Contact Center at the same time which the rows for each Contact Center would show

Which agents are included in the agent leaderboard and agent status widgets? 
Users who have been added to Contact Center being viewed, and who also have an active account state are included. This means that cancelled, suspended, pending invite, and deleted users will not be shown.

How often does the data refresh?

The "Call Dashboard" updates once per minute. However, the "Live Calls" and "Agent Status" details update every 15 seconds.

For the Contact Center Dashboard, the refresh rate is 5 seconds, 10 seconds, 11 seconds, 30 seconds, or 90 seconds.

  • Agent Status: 11 seconds
  • Call Volume: 90 seconds
  • Call Duration: 90 seconds
  • Wait Time: 10 seconds
  • Abandon Rate: 90 seconds
  • Agents to Callers: 5 seconds
  • Live Calls: 5 seconds
  • Total Calls: 90 seconds
  • Total Minutes: 90 seconds
  • Total Missed: 90 seconds
  • Total Abandoned: 90 seconds
  • Agents: 30 seconds
  • Service Level: 5 seconds

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