Customize Your Contact Center Dashboard

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 and time. 

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

View Contact Center dashboard

To view your Contact Center dashboard, head to Dialpad Admin portal.

1. Select the Live Dashboard
2. Select Contact Center

Select 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 Contact Center
• Filter by time 
• Filter by Activity column

Filter by Contact Center

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

1. Select Contact centers
2. Select the desired Contact Centers
3. Select Apply

You can remove Contact Centers by unchecking the boxes.

Filter by activity 

Monitor specific data points by using Dialpad's activity filters. 

1. Select Columns
   
2. Check the box(es) beside the activity you want to see on your dashboard
3. Select Apply 

Dashboards can be filtered by the following:

• Contact Center Name
• Abbreviated name
• Queued calls 
• Longest wait time
• Agents: Available
• Agents: On a call
• Agents: wrap-up
• Agents: Busy
• Total inbound calls
• Answered calls
• Abandoned calls
• Missed calls
• Voicemails
• Outbound connected
• Canceled calls
• Average speed to answer (ASA)
• Service level
• Average call duration (ACD)

Filter by time

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 Last Hours
   
2. Select the desired time frame

That's it! Your dashboard will instantly update. 

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.

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

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

Edit a saved dashboard

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

First, head to Dialpad Admin Portal

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

The Dashboard will automatically update. 

Delete a saved dashboard

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

Contact Center alerts

Contact Center alerts 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/or rows turn red.