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.

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.

      

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 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

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 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

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
   

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

   

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

   

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 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.

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

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

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

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.

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
   

2. Drag and drop widgets into the desired location

3. Select the eye icon to hide or display a widget
   

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.

Metrics available for the leaderboard include:

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.