Your Call Center Dashboard gives you real-time insights into today's performance of your Call Center with metrics like Call Durations and Wait Times. For more historical data, we suggest switching over to Analytics.
Access your Dashboard
Your Call Center dashboard lives on the Dialpad web portal. As a Supervisor, you'll be able to access the dashboard for your specific Call Center by either:
- Selecting Dashboard from your Call Center screen on your desktop app
- Selecting Dashboard from your Call Center page on the web portal
All Call Centers Dashboard
Supervisors and Call Center Admins also have the ability to review all of their Call Centers at once. To do so, simply click on "All Call Centers" and the below view will appear.
This view includes a peek into the following for each Call Center:
- Live Hold Queue: # callers currently on hold including those waiting for callbacks
- Wait Time: # minutes callers have been waiting
- Agents Available: # agents currently in "available" status
- On A Call: # agents currently on a call
- Wrapping up: # agents in the wrap-up time
- Calls Completed: # calls for that day
- Abandoned: # abandoned calls for that day
- Missed: # missed calls for that day
- Voicemails: # voicemails for that day
- Avg length: average length of calls for that day
If you want to go deeper into an individual call center from this page, just click on "View" on the right of the call center and you will be directed to that call center's dashboard.
Time Toggle & Summary Metrics
On your Call Center Dashboard, you'll notice a timeframe toggle that allows you to adjust the timeframe you're viewing, from the current hour to all day.
Your summary metrics display the general overall activity on your Call Center and include inbound and outbound metrics for completed calls and total minutes.
For "Missed Calls" you are shown the number of voicemails left from those missed calls.
Lastly, in the "Abandoned Calls" box you are also shown the number of Forwarded Calls, which are inbound calls that went through your Fallback options and were forwarded to another Call Center, Department, or Mainline.
Call Volume & Duration
The Call Volume widget breaks down both inbound and outbound calls by type, like Answered vs Voicemail. Just select Inbound or Outbound to toggle between.
The Call Duration widget displays the day's averages in hourly increments (dark blue line) as well as a trend line for comparing the day's data against the last 7-days (light blue line).
Agent Status & Service Level
Your Agent Status widget offers a live view of the total number of Agents assigned to your Call Center and their respective statuses.
Next, your Live Calls widget shows you the total number of live calls happening at that moment and how many callers are waiting in the queue.
Service Level: This displays the percentage of calls answered during open hours within the time threshold set for that Call Center, by default 60s. (Dashboard and Alerts section of your Call Center's settings. ) Short Abandoned calls are excluded from this metric. 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
At the bottom of your dashboard is your hold queue metrics, that include stats like Wait Time, Abandon Rate, and Agents:Callers ratio.
Wait Time displays the average wait for callers in your hold queue, as well as the shortest and longest hold times. The main metric shown is the oldest call currently in the queue right now, and when no call is in the queue, you will see a dash.
Abandon Rate displays the percentage of inbound calls abandoned during the timeframe you selected above and include the shortest and longest time before abandoning. The average number represents the average abandon time.
Agent: Callers Ratio provides you with an idea of how overall call volume compares to your call handling capacity.
Your Agent leaderboard gives you a better idea of specific Agent stats on your Call Center. These stats include things like:
- Current Agent status
- # of inbound calls
- # of total minutes
- # texts
- # missed calls
- # outbound calls
- Total Wrap up time
- Total Idle time
Have more questions about Call Centers? Check out FAQ.