Contact Center Dashboards
- 07 Feb 2025
- 6 Minutes to read
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Contact Center Dashboards
- Updated on 07 Feb 2025
- 6 Minutes to read
- Print
- DarkLight
- PDF
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Dialpad's built-in Contact Center Dashboards allow you to monitor metrics, such as: ongoing calls, average speed to answer, agent availability, and more. Contact Center Dashboards provide real-time metrics to let you make real-time decisions and get real-time insights into your business.
A leaderboard is available that tracks call volume, moments, and sentiment, enabling managers to focus on where agents or reps need help.
Who can use this
Contact Center Dashboards are available to Dialpad Support users.
Contact Center admins, supervisors, and coaches can access the Supervisor Dashboard.
Access Contact Center Dashboard
Contact Center Dashboards can be accessed from your Dialpad Admin Settings, or from the Dialpad app.
Access from Admin Settings
To access the live Contact Center Dashboard from your Dialpad Admin Settings:
Select the Live Dashboard icon (that's the ECG icon)
Select the Calls tab
Access from the Dialpad app
To access your live Contact Center Dashboard from the Dialpad app:
Select Contact Centers and select the desired Contact Center
Select Live Dashboard (that's the ECG icon)
A new browser tab opens to the Contact Center Dashboard.
Dashboard types
Dialpad provides three out-of-the-box Contact Center Dashboards:
Calls Dashboard.
Contact Centers Dashboard.
Digital Dashboard.
Let's look at each one.
Calls Dashboard
The Calls Dashboard displays an easy-to-read summary of your Contact Center's health and performance. Quickly review large, visual representations of your handled calls, total calls, missed calls, abandoned calls, call volume, average call duration, live calls, SLA, Agent-to-Caller Ratio, speed to answer, Agent status, and an Agent Leaderboard.
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The Calls Dashboard allows you to filter for one or more Contact Centers, and the desired time frame.
To view additional filters, use the Contact Centers Dashboard.
Note
If you are filtering for multiple Contact Centers in the Calls Dashboard, the Agent Status details will not populate.
Contact Centers Dashboard
The Contact Centers Dashboard provides a clear, easy-to-read table for monitoring multiple Contact Centers simultaneously.
You can filter for specific Contact Centers, time, agent status, wait time, number of live agents, types of calls, speed to answer, SLAs, and more.
Digital Dashboard
The Digital Dashboard displays a summary of your Digital Contact Center's sessions and performance. Here, you can review large, visual representations of your active agent sessions and session capacity, survey engagement, survey CSAT score, total agent sessions, automated sessions and the number of customers actively in your queue. 
Customize your dashboard
Dialpad's dashboards can be customized to display the exact data you want.
Choose the timeframe for which you want to see data (the current hour, previous hour, the last 2 hours, the last 4 hours, the last 8 hours, or even the entire day), filter by Contact Center to view aggregate data, or view each Contact Center individually.
Customize the columns in the Contact Centers dashboard to see the following information:
Contact Center name.
Contact Center abbreviated name.
Queued calls.
Longest wait time.
Number of available agents.
Number of agents on a call.
Number of agents in wrap-up.
Total number of inbound calls.
Number of inbound calls answered.
Number of inbound calls abandoned.
Number of inbound calls missed.
Number of voicemails.
Number of outbound calls connected.
Number of outbound calls canceled.
Average speed to answer (ASA).
Service level.
Average call duration (ACD).
Summary metrics
The Calls Dashboard provides several unique widgets to display a full summary of your Contact Center's performance and health. 
Choose to review data from the current hour, the previous hour, the last 2 hours, the last 4 hours, the last 8 hours, or the entire day.
The first 6 summaries display information on:
Handled Calls | All of the Inbound, Outbound, and Connected Calls. This total includes any calls that are live calls. |
Talk Talk Time (in minutes) | The total number of inbound and outbound calls |
Missed Calls | The number of missed calls and missed calls that were sent to voicemail |
Abandoned Calls | The number of abandoned calls, as well as short abandoned calls. This includes calls received during closed hours and excludes calls that left a message. |
Call Volume | The call volume noted by hour and call type. The visuals for inbound and outbound calls are separate. |
Average Call Duration | The average call duration per day, and compared to the last 7 days. The visuals for inbound and outbound calls are separate. |
Tip
Hover over data in either to get a more exact view of a specific time and its performance.
Select on a call volume metric, and you'll be taken to the Call History menu for that subset of calls.
Agent status, live calls, & service level
Gain deeper insight into your Contact Center's busiest times by reviewing the Agent Status widget, along with the Live Calls and Service Level metrics.
Agent Status | This provides a live view of the total number of agents assigned to the Contact Center and their statuses. |
Live Calls | This displays the number of calls in progress and queued. |
Service Level | This displays the percentage of calls answered during the Contact Center's open hours, within the time threshold set for that Contact Center (default is 60 seconds). Short Abandoned Calls are excluded, and 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
Hold Queue Metrics provides insight into your staffing needs. Hold Queue metrics include Speed to Answer, Abandon Rate and Agents:Caller ratios.
Speed to Answer | This displays the shortest, longest and average amount of time it takes your agents to answer a call. |
Abandon Rate | This displays the percentage of calls that are Abandoned by the caller before reaching your agents. It is further broken down into the shortest, longest, and average amount of time the caller waited before hanging up. |
Agent:Callers | This displays the average ratio of agents to callers, as well as the number of callers currently in your queue, helping identify the current handling capacity (or lack thereof) for your Contact Center. Agents included are those available to take calls, on a call, or in wrap up time for the given Contact Center specifically. Callers included are those currently on a call, or in the hold queue for the given Contact Center. |
Agent leaderboard
Use the Agent leaderboard to review you agent's performance and easily see who is on a call or not.
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The agent leaderboard displays the:
Agent name.
Agent status.
# of inbound calls.
# of total minutes.
Average call duration.
# of total texts.
# of missed calls.
# of outbound calls.
Total wrap-up time.
Total idle time.
Select an agent and you'll be taken to the Call History menu for their subset of calls.
Visit this Help Center article to learn more about Contact Centers.
Frequently asked questions
Below are some questions that have commonly come up for Contact Center dahsboards.
Why does the total row of the "Agents Available" column on the All Contact Centers dashboard not add up to the sum of the numbers in the rows for all the Contact Centers above it?
The total row for Agents Available calculates the number of distinct agents. Remember, an agent can be available in more than 1 Contact Center at the same time.
Which agents are included in the agent leaderboard and agent status widgets?
The agent leaderboard and agent status widgets display active users belonging to the Contact Center that are being viewed.
Cancelled, deleted and suspended users will not be shown on the leaderboard, nor will anyone who has not yet accepted their Dialpad invite.
How often does the data refresh?
The Call Dashboard updates once per minute.
The Live Calls and Agent Status details update every 15 seconds.
On the Contact Center Dashboard, the refresh rate is 5, 10 seconds, 11, 30, 50, or 90 seconds.
Agent Status | 11 seconds |
Call Volume | 90 seconds |
Call Duration | 90 seconds |
Wait Time | 10 seconds |
Abandon Rate | 90 seconds |
Agents to Callers | 5 seconds |
Live Calls | 5 seconds |
Total Calls | 90 seconds |
Total Minutes | 90 seconds |
Total Missed | 90 seconds |
Total Abandoned | 90 seconds |
Agents | 50 seconds |
Service Level | 5 seconds |
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