Multiple Contact Centers Live Dashboard

Contact Center dashboards unlock real-time performance insights through metrics such as call duration, speed to answer, Agent status, hold times, and much more. 

Contact Center Managers and Admins can use Dialpad's Multiple Contact Centers Dashboard to monitor the health of several Contact Centers simultaneously, with customizable filters and the ability to save your searches for repeat use. 

Let's dive into the details. 

Real-time monitoring

To access live Contact Center dashboards, head to your Dialpad Admin Settings. 

1. Select Live Dashboard 
2. Select the dashboard type
   1. Calls: Visualizes 10 key call metrics for easy understanding.
   2. Contact Centers: Provides call statistics for each Contact Center in a customizable table.

Each dashboard can be customized to provide you with the granular data you require.  

Tip

To view your Live Dashboard in fullscreen, select Fullscreen.

Calls dashboard

The Calls tab on your Live Dashboard displays metrics on the following metrics:

• Handled calls
• Total minutes
• Missed calls
• Abandoned calls
• Call volume
• Average call duration
• Speed to answer
• Service level
• Abandon rate
• Agent-to-caller ratio

You can also filter by specific Contact Centers and time periods. 

Note

When multiple Contact Centers are selected, the Service Level Widget is not available by default. Contact Customer Care to enable the SLA widget.
If your Contact Centers have different SLAs, you'll see them listed within the widget. Select View full list to see the full SLA details for each Contact Center.

Contact centers dashboard

On the Contact centers tab of the Live Dashboard, you can see real-time metrics for multiple Contact Centers. 

Once you've selected the Contact Centers, use the Columns filter to determine which data points are displayed.

The Contact Centers Dashboard can display the following details:

• Contact Center name
• Abbreviated Contact Center Name
• Queued calls
• Longest wait time
• Number of Available Agents
• Number of Agents in wrap-up
• Number of answered calls
• Number of abandoned calls
• Number of missed calls
• Number of voicemails 
• Number of connected calls
• Number of canceled calls 
• Average speed to answer (ASA)
• Service level
• Call Duration

Save a dashboard

Save your customized dashboard so that you don't have to reset your parameters each time.

To save a live 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 your Dialpad Admin Portal.

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

The Dashboard will automatically update. 

From this page, you can also save it as a new dashboard, or reset all filters. 

Delete a saved dashboard

To delete a saved dashboard, head to your Dialpad Admin Portal. 

1. Select the dashboard you'd like to remove
2. Select the trashcan