Customize Your Contact Center Dashboard
    • 03 Oct 2023
    • 2 Minutes to read
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    Customize Your Contact Center Dashboard

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    • PDF

    Article summary

    Customize Dialpad's built-in dashboards to display specific information from your Contact Centers.  

    The Contact Center Dashboard displays metrics in a simple table format, providing enhanced customization options with 17 activity filters on top of the ability to filter by specific Contact Center(s) and time. 

    Let's dive into the details of your customizing dashboard.

    Who can use this feature
    Contact Center Dashboards are available to Ai Sales and Ai Contact Center customers on Pro and Enterprise plans.  

    View Contact Center dashboard

    To view your Contact Center dashboard, head to Dialpad.com

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

    CC_dash.png

    Click Full Screen (located on the top right corner) to move your dashboard into full-screen mode — This is especially useful if you want to display your Contact Center metrics on a television. 

    Customize dashboard

    Customize your dashboards to display the exact information you need and nothing extra.

    Dialpad offers the following ways to configure your data:

    • Filter by call center(s)
    • Filter by time 
    • Filter by Activity column(s)

    Filter by Contact Center(s)

    Display all Contact Centers at the same time, view a single call center, or focus on a specific set of Contact Centers. 

    1. Select the drop-down menu beside Contact Centers
    2. Check the box beside the desired Contact Centers
    3. Select Apply 

    Filter_CC_Dash_by_CC.png

    You can also remove Contact Centers using the same drop-down and unchecking the boxes.

    Filter by activity column(s)

    Monitor specific data points by using Dialpad's column category filter. 

    1. Select the Columns drop-down menu
    2. Check the box beside each Activity column you'd like to add 
    3. Select Apply 

    Filter_CC_dash_colomns.png

    Your dashboard can be filtered by the following key points:

    • Contact Center Name
    • Abbreviated name
    • Longest wait time
    • 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)

    Filter by timeframe

    Determine the timeframe that you want your dashboard to display. You can choose the entire day, the last 8 hours, the last 4 hours, the last 2 hours, the previous hour, all day or the current hour.

    1. Select the Last Hours drop-down menu
    2. Select the desired time frame

    That's it! Your dashboard will instantly update. 

    filter_CC_by_time.png

    Note:

    Metrics categorized and labelled as "Live" are calculated as of their present status, and are independent of the timeframe chosen.

    Fullscreen view

    Dialpad's built-in dashboard includes a full-screen option, which can easily be projected onto a large monitor in a physical, in-person setting.

    Select the Fullscreen button and just like that, the dashboard will fill your entire screen.

    CC_dash_go_full_screen.png

    Save a dashboard

    Save your customized dashboard so that you don't have to reset your parameters each time — this is available to both the calls dashboard and the Contact Centers Dashboard.  

    1. Select the desired filters
    2. Select Save new dashboard

    save_new_multi_cc_dash.png

    That's it! Your saved live dashboard will now appear in the Saved Dashboards sidebar, ready to be viewed again at your leisure. 

    saved_dashboards.png

    Edit a saved dashboard

    Need to make changes to a saved dashboard? No problem. 

    First, head to Dialpad.com

    1. Select Live Dashboard
    2. Select the desired dashboard from your Saved Dashboards list
    3. Add or remove the filter(s)

    The Dashboard will automatically update. 

    Delete a saved dashboard

    To remove a saved dashboard completely, select the dashboard you'd like to remove and simply click the trashcan icon.

    Delete_saved_dashboard.png

    Contact center alerts

    Contact Center alerts also appear on your dashboard, allowing you to keep tabs on your high-risk stats in a quick glance. You'll recognize them when cells and rows turn red.

    wallboard-alert.png




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