---
title: "Real-Time Dashboard for Contact Centers"
slug: "multiple-contact-centers-live-dashboard"
description: "Contact Center dashboards unlock real-time performance insights through metrics such as call duration, speed to answer, Agent status, hold times, and much more."
tags: ["ai contact center", "Contact Center Admin", "Contact Center dashboard", "Contact Center Supervisor", "dialpad call center"]
updated: 2026-05-22T18:01:21Z
published: 2026-06-02T11:00:00Z
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.dialpad.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Real-Time Dashboard for Contact Centers

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 utilize Dialpad's Multiple Contact Centers Dashboard to simultaneously monitor the health of multiple contact centers, featuring customizable filters and the ability to save searches for repeat use.

Let's dive into the details.

> [!NOTE]
> Who can use this
> 
> Contact Center Supervisors and Contact Center Admins managing multiple contact centers can easily monitor all their locations in real time from a single, user-friendly dashboard.

## Real-time monitoring

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

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

![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/CC-DASH(1)(1).png)

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

> [!TIP]
> Tip
> 
> To view your Live Dashboard in fullscreen, select **Fullscreen.** ![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/dashboard-fullscreen.png)

## Calls dashboard

The **Dashboard** tab on your Live Dashboard displays these 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

![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/call-dashboard.png)

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

> [!NOTE]
> Note
> 
> When multiple Contact Centers are selected, the Service Level Widget is not available by default. [Contact Customer Care](https://dialpad.com/contact-support) 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. ![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/sla-multi.png)

## 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.

![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/multi-cc-filter(1).png)

The Contact Centers Dashboard can display these 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

> [!NOTE]
> Note
> 
> When filtering by Contact Center, you can select up to **50 contact centers**. To increase this limit, please contact our**Customer Care team.**

## Save a dashboard

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

To save a dashboard:

1. Select the desired filters
2. Select **Save new dashboard** ![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/saved-dashboard.png)

Your saved live dashboard will now appear in the **Saved Dashboards** section, ready for you to view when you want.

## Edit a saved dashboard

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

To edit a saved dashboard, go 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**

![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/edit-dashboard(1).png)

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**icon

![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/delete-saved-dashbaord(1).png)

## Unified dashboard for all channels

If your company operates voice and digital contact centers, contact your Customer Success Manager to join our [Early Adopter Program](/v1/docs/early-adopter-programs) and access real-time data across all channels and contact center types.

When filtering by contact centers, you'll see the new distinctions: **Voice** and **Digital**, helping you easily identify each contact center type. ![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/voice-digital-cc(1).png)

If a digital contact center is selected, you’ll then be able to filter the dashboard by channel type.

![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/CHANNELS-FILTER(1).png)

If a digital contact center is selected, you’ll then be able to filter the dashboard by expertise.

![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/live-dashboard-expertise-filter(1).png)

When viewing digital dashboards, you’ll see the following widgets.

> [!NOTE]
> EAP Feature
> 
> Some of the metrics in the table below are part of the Early Adopter Program (EAP).

| **Widget** | **Voice/Digital** | **Description** |
| --- | --- | --- |
| Contact Center name | Digital and Voice | Shows the name of the contact center. |
| Contact Center abbreviated name | Digital and Voice | Shows the abbreviated name of the contact center. |
| In queue | Digital and Voice | **Voice**: the number of calls in the queue. **Digital**: the number of sessions in the queue. |
| Queue wait time | Digital and Voice | **Voice**: the number of calls in the queue with the longest wait time. **Digital**: the number of sessions in the queue with an estimated wait time. |
| Agents available | Digital and Voice | The number of agents available. |
| Agents on a conversation | Digital and Voice | **Voice**: the number of agents on a call. **Digital**: the number of agents on a digital session. |
| Agents on wrap up | Voice only | The number of agents on wrap-up. |
| Agents busy | Digital and Voice | The number of agents with a “Busy” status. |
| Inbound | Digital and Voice | **Voice**: the number of calls coming in. **Digital**: the number of session that are available. |
| Answered | Digital and Voice | **Voice**: calls that are answered by agents. **Digital**: sessions that are answered by agents. |
| Abandoned | Digital and Voice | **Voice**: calls that are abandoned. **Digital**: sessions that are abandoned in the queue. |
| Short Abandoned | Voice only | Calls that are short abandoned. |
| Missed | Digital and Voice | **Voice**: calls that are missed. **Digital**: sessions that are unanswered. |
| Voicemail | Voice only | Calls to the inbound voicemail. |
| Deflected | Digital only | Sessions that are handled by a bot. |
| Calls outbound connected | Voice only | Outbound calls that are connected. |
| Calls outbound cancelled | Voice only | Outbound calls that are cancelled. |
| Speed to answer | Digital and Voice | **Voice**: average speed of when calls are answered. **Digital**: the first response time of a session. |
| SLA | Digital and Voice | **Voice**: calls that are within the SLA percentage. **Digital**: sessions that are routed with the SLA percentage. |
| Average Conversation Duration | Digital and Voice | **Voice**: the average duration of a call. **Digital**: the average duration of a session. |
| Average talk time | Voice only | The average talk time on a call. |
| Total Calls on Hold | Voice only | The number of calls on hold and the peak amount of time a call is on hold. |
| Digital SLA | Digital only | Displays how many interactions were within (or breached) your digital SLA. |
| Email SLA | Digital only | Displays how many interactions were within (or breached) your email SLA. |
| Active agent sessions | Digital only | Displays the number of active agent sessions. |
| Available session capacity | Digital only | Displays the available session capacity. |
| Deflection rate | Digital only | Displays how many interactions were solved by your chatbot and did not connect to an agent. |
| Deflection rate | Digital only | Displays the number of active sessions. |
| Agent sessions by channel | Digital only | Displays the number of active sessions by digital channel. |
| Automation sessions by channel | Digital only | Displays the number of sessions that are in automation. |
| Survey engagement | Digital only | Displays the number of surveys that were offered, not completed, completed, and the percentage rate. |
| Survey CSAT | Digital only | Displays the CSAT survey completion percentage and the average survey score. |
| Active queued | Digital only | Displays the peak queued sessions count and the active in-queue count for sessions by channel. |
| AI Agent answer feedback | Digital only | Displays an overview of the AI Agent’s [answer feedback](https://help.dialpad.com/docs/ai-agent-analytics#answer-feedback) (the number of thumbs up and thumbs down feedback was given to the Ai Agent). |
| AI Agent queries | Digital only | Displays an overview of [all questions](https://help.dialpad.com/docs/ai-agent-analytics#question-breakdown) that were asked to your AI Agent. You’ll see the detected intent, as well as totals for the number of questions asked, question type and if the user requested to speak to an agent. |
| AI Agent answers | Digital only | Displays the [answer breakdown](https://help.dialpad.com/docs/ai-agent-analytics#answers-breakdown), letting you know how many questions were asked to your AI Agent, and how many questions were successfully answered or where the answer was not found. |
| Active Answered Conversations | Digital and Voice | Displays the real-time number of live voice calls and digital sessions currently in progress. |
| Active Outbound Conversations | Digital and Voice | Displays the real-time number of live outbound voice calls and digital sessions currently in progress. |
| Short Abandoned (%) | Voice only | Displays the percentage of callers who disconnected within the first few seconds, based on the configured threshold. This metric updates in real time. |
| Callbacks Requested | Voice only | Displays the total number of customers currently waiting for a return call. |
| Callbacks Attempted | Voice only | Displays the number of callback attempts made, helping you track agent activity and callback effort. |
| Completed Peak Hold Time | Voice only | Displays the longest individual customer hold time recorded during the selected time period. |
| Calls On Hold | Voice only | Displays the real-time number of calls currently on hold. |

![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/digital-unified.png)

> [!NOTE]
> Notes
> 
> Your filter selection is automatically saved. If you set a filter, switch to another report, and return, your last selected criteria will still be applied on the dashboard. Dashboard saving isn’t available yet in the Unified Real-Time Dashboard Early Adopter Program, but don’t worry—it’s coming soon!

## Customize your dashboard

Want more control over your dashboard? Customize your layout and place widgets exactly where you need them.

To customize your dashboard:

1. Select **Customize** ![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/customize-dashboard(1).png)
2. Drag and drop widgets into the desired location
3. Select the **eye**icon to hide or display a widget ![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/customize-dashboard-2.png)
4. Select **Apply**

## Agent leaderboard

The agent leaderboard helps you spot top performers and understand how agents spend their time. You can view key metrics, including average call duration, idle time, status, and more.

To customize the leaderboard, select **Edit**, then use the **eye icon** to hide or show specific metrics. To sort the leaderboard by a particular metric, select the down arrow in that column header.

If you only want to view how agents are performing and filter out admins and supervisors, toggle on the **Agents only** option at the top of the leaderboard.

![View of the leaderboard for the unified dashboard for both voice and digital contact center analytics. The edit option is highlighted.](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Unified Dashboard Leaderboard.png)

Metrics available for the leaderboard include:

> [!NOTE]
> EAP Feature
> 
> Some of the metrics in the table below are part of the Early Adopter Program (EAP). Please reach out to your Customer Success Manager to learn more details.

| **User** | The name of the user. |
| --- | --- |
| **Groups** | List of groups a user is part of from the selected groups in the target filter. > [!NOTE] > Note > > If a user is part of multiple groups and one or more of these groups are selected as the target filter, the name of one of the groups is displayed, and all associated groups for that user will be listed in the column as a tooltip. |
| **Status** | The agent’s status in their contact center(s). |
| **Status Duration** | The duration of their status in their contact center(s). |
| **Answered** | The total number of calls and chats answered. > [!NOTE] > Note > > The callback connected count is not included in this value. |
| **Minutes** | The total number of minutes the agent has been on calls or digital sessions that are conncted. |
| **Average Connected Duration** | The average duration of a call in minutes. |
| **Missed** | The number of missed calls or interactions. |
| **Avg. Talk Time** | The average time an agent spends talking on calls. |
| **Texts** | The number of texts the agent has made or received in their contact center(s). |
| **Outbound Calls** | The number of outbound calls initiated by the agent (including completed and cancelled outbound calls). |
| **Wrap-up** | The total amount of time the agent has spent in Wrap-up. |
| **Idle Time** | The amount of time the agent has spent as **Available** (as their global status). |
| **Callbacks Attempted** | The number of callback attempts by the agent. |
| **Transferred Calls** | The number of calls transferred to and from another contact center or extension. |
| **Participant** | Displays the specific agent or user assigned to the active session. |
| **Groups Available** | Displays the groups the agent is currently working in, in real time. |
| **Groups** | Displays the contact centers or coaching teams the agent belongs to. |
| **Global Status** | Displays the agent’s high-level state, such as Available or Occupied. |
| **Global Sub-Status** | Displays more detailed status information, such as a custom break or Busy state. |
| **Callbacks Requested** | Displays the total number of customers currently waiting for a return call. |
| **Status Duration** | Displays a live timer showing how long a participant has been in their current status. |

You can filter leaderboard columns for specific data, such as by agent, duration, status, and sub-status.

![View of the agent leaderboard for contact centers. The option to filter a column is displayed and highlighted.](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Screenshot 2026-05-22 at 10.54.14 AM.png)

> [!NOTE]
> Note
> 
> Column filtering isn’t available for **Groups** or **Groups Available**. Hover over the contact center names in those columns for that agent to see the names of the contact centers they’re associated with.