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.
Who can use this
Contact Center Dashboards are available to Dialpad Sell and Dialpad Support customers on Advanced and Premium plans.
View Contact Center dashboard
To view your Contact Center dashboard, head to Dialpad Admin portal.
Select the Live Dashboard
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.
Select Contact Centers
Select the desired Contact centers
Select Apply
You can remove Contact Centers by unchecking the boxes.
Filter by activity
Monitor specific data points by using Dialpad's activity filters.
Select Columns
Check the box(es) beside the activity you want to see on your dashboard
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.
Select Last Hours
Select the desired time frame
That's it! Your dashboard will instantly update.
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.
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.
Select the desired filters
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
Select Live Dashboard
Select the desired dashboard from your Saved Dashboards list
Add or remove any applied filter
Select Save changes or Save as new dashboard
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 trash can 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.