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.

Select Live Dashboard
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:

Select the desired filters
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.

Select Live Dashboard
Select the desired dashboard from your Saved Dashboards list
Add or remove the filter(s)
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.

Select the dashboard you'd like to remove
Select the trashcan icon

Dashboard tab widgets

The Dashboard tab has an individually customizable set of widgets.

Use the widget picker (“Show or hide widgets”) to add, remove, and rearrange them.

The following widgets are currently available:

Widget	Voice/Digital	Description
Abandon rate	Voice only	The percentage of inbound calls abandoned before reaching an agent, including short-abandoned calls. Turns red once the rate exceeds 5%.
Abandoned calls	Voice only	Inbound calls where the caller hung up before reaching an agent — during the greeting, while queued, or while ringing an agent. Short abandoned calls are a subset already included in this total, though they’re excluded from the Service level calculation.
Active agent sessions	Digital only	A line chart tracking the number of digital sessions actively being handled by agents, in 15-minute intervals, with current and peak counts.
Active queued	Digital only	A line chart of customers currently waiting in the digital queue over time, split by channel when filtered. Shows current and peak queue size plus estimated wait time.
Agent Sessions by channel	Digital only	A line chart of digital sessions that required agent involvement, broken down by channel, with peak total and per-channel totals.
Agent status	Voice only	A live pie chart of agents by current status (Available, Occupied, Wrap-up, Busy, Off duty/Logged out, In a meeting, Handling another contact center) — a real-time snapshot with each agent counted into exactly one status. With certain experiments enabled, a separate “Digital” slice shows agents currently occupied on a digital interaction.
Agents Available: Calls Waiting	Voice only	A live ratio of available agents to calls waiting. Available agents are on duty, not in do-not-disturb, and not occupied or wrapping up calls; calls waiting includes both calls connected to an agent and calls in queue (including callback requests). Turns a warning color when available agents fall below calls waiting.
AI Agent answers	Digital only	A line chart breaking down AI Agent answers into Answer found versus Answer not found, plus the total.
AI Agent answers feedback	Digital only	A line chart tracking thumbs up/down feedback left on AI Agent answers, with totals for answers and feedback given.
AI Agent queries	Digital only	A line chart breaking down queries sent to the AI Agent by detected intent — Question, Chatter, Agent requested, and Other (which aggregates Inappropriate, Abusive, Harmful, Irrelevant, and Unknown) — plus the running total.
Automation Sessions by channel	Digital only	The same chart as Agent Sessions by channel, showing digital sessions fully handled by automation (no agent involvement) instead, broken down by channel.
Available session capacity	Digital only	A line chart tracking the maximum number of digital agent sessions available to take new work, in 15-minute intervals, with current and peak capacity.
Average call duration	Voice only	An hourly line chart trending average duration of connected, completed calls against the same hours over the last 7 days, toggled by Inbound/Outbound. Only counts time actually connected to an agent (excludes ring, hold-queue, and IVR time). Each direction is averaged separately, unlike the Groups tab’s blended “Agent Avg. conversation time (ACD)” column.
Avg calls per hour	Voice only	The average number of calls agents handled per hour during the selected time range (total calls ÷ hours with at least one call), broken into inbound (answered) and outbound (connected) rates per hour.
Call volume	Voice only	An hourly bar chart of call volume by end state, toggled between Inbound (Answered, Voicemail, Missed, Abandoned, Short-abandoned, Callbacks requested, Unanswered transfer) and Outbound (callback states, Total, Connected, Cancelled).
Calls on hold	Voice only	The total number of completed calls put on hold during the selected time range, plus the peak hold time reached.
Calls per agent	Voice only	The average number of connected calls (inbound plus outbound) handled per agent during the selected time range, broken into inbound and outbound per agent.
Chat service level	Digital only	The percentage of chat and other non-email digital sessions answered within your configured service-level target.
Deflection rate	Digital only	A donut chart showing what percentage of total digital sessions were fully automated (“deflected”) rather than requiring an agent.
Digital & Email SLA	Digital only	Two side-by-side bar charts showing the percentage of digital sessions answered within set time buckets — one for chat and other non-email channels (under 20s/40s/1min/3min), one for email (under 2hrs/4hrs/8hrs/12hrs).
Email service level	Digital only	The percentage of email sessions answered within your configured service-level target.
Handled calls	Voice only	The total number of calls the contact center handled during the selected time range — inbound calls that were answered, successful callbacks connected to a caller, and outbound calls connected to the callee or a machine (excludes system-initiated callback attempts that didn’t connect). Broken into Inbound (Answered), Connected callbacks, and Outbound (Connected) below the total.
Leaderboard	Digital and Voice	Displays a live, per-agent performance table on your dashboard. See the Agent leaderboard section below for the full list of available columns.
Live calls	Voice only	A live donut chart of calls in progress right now: In progress (connected to an agent) versus Queued/callbacks (on hold in queue plus callback requests waiting).
Missed calls	Voice only	Inbound calls that rang to available agents until the max ring time was reached without being accepted. Voicemails are shown as a sub-metric and are already included in this total, not additive.
Outbound connected rate	Voice only	The percentage of outbound calls that connected during the selected time range.
Service level	Voice only	The percentage of qualifying inbound calls answered within the contact center’s configured SLA threshold, during open/holiday hours — shown as a live gauge. If multiple selected contact centers have different SLA thresholds, shows counts of centers within versus exceeding target instead of one blended percentage.
Sessions	Digital only	A line chart of digital session volume over time, split into Total, Automated, Agent, and Abandoned-in-queue.
Speed to answer	Voice only	The current wait time of the oldest call presently in queue (shows a dash when the queue is empty). Shortest/Avg/Peak wait time below are historical stats for completed, answered calls in the selected period. Avg is calculated over the full day, independent of the dashboard’s selected time-range filter.
Survey CSAT	Digital only	A gauge showing the average CSAT score (1–5) from digital post-session surveys, along with the number of valid surveys.
Survey engagement	Digital only	A pie chart of how customers responded to post-session digital surveys — Offered, Completed, Not completed — for the selected time range.
Total minutes	Voice only	Total minutes agents spent connected on calls during the selected time range, split into Inbound (Answered) and Outbound (Connected) below the total.

Unified dashboard for all channels

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.

On the Groups tab, the Wallboard table includes the following columns:

EAP Feature
Some of the metrics in the table below are part of the Early Adopter Program (EAP).

Column	Voice/Digital	Description
Groups	Digital and Voice	Shows the name of the contact center or group.
ABBR	Digital and Voice	Shows the abbreviated name of the contact center or group.
Type	Digital and Voice	Shows whether the group is a voice or digital contact center, indicated by a phone or monitor icon.
Conversations waiting	Digital and Voice	The number of conversations (calls or digital sessions) currently in queue.
Longest wait time	Digital and Voice	Voice: the wait duration of the longest-waiting call currently in queue. Digital: the estimated wait time of the longest-waiting session.
Peak wait time	Digital and Voice	The longest wait time recorded during the selected time period. Only reflects conversations that were ultimately answered — it doesn’t include conversations still waiting or that were abandoned.
Agents available	Digital and Voice	The number of agents available.
Agents occupied	Digital and Voice	The number of agents currently on a call. Agents handling only digital sessions are not currently included in this count
Agents busy	Digital and Voice	The number of agents with a “Busy” status (Busy : temporarily unavailable to receive new interactions, which may include handling non-Contact-Center calls or attending a meeting).
Short Abandoned calls	Voice only	The number of calls that were abandoned by the customer within a short duration after entering the queue (default time is 10 seconds), while the target was open. This excludes SPAM.
Deflected	Digital only	Sessions that were answered (or handled) by your chatbot and did not connect to an agent.
Agents in wrap-up	Digital and Voice	The number of agents currently in wrap-up.
Inbound conversations	Digital and Voice	Voice: the total number of inbound calls received, including calls that were later missed or abandoned. Digital: the total number of digital sessions received, including sessions handled by automation or abandoned in queue.
Answered conversations	Digital and Voice	Voice: calls that are answered by agents. Digital: sessions that are answered by agents.
Abandoned conversations	Digital and Voice	Voice: calls that the customer hung up before being connected to an agent (includes both queue and ring abandonment). Digital: sessions that are abandoned in the queue.
Missed conversations	Digital and Voice	Voice: calls that were not answered by an agent during ring time, including calls the agent rejected or let time out. Digital: sessions that are unanswered.
Voicemails	Voice only	Calls sent to the inbound voicemail.
Connected outbound calls	Voice only	Outbound calls that are connected.
Cancelled outbound calls	Voice only	Outbound calls that didn’t connect to the external party, for any reason (not limited to the agent hanging up).
Avg. 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 within the SLA percentage. Both the threshold and target percentage are configurable per contact center.
Agent Avg. conversation time (ACD)	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.
Short abandoned (%)	Voice only	The percentage of callers who disconnected within the first few seconds, based on the configured threshold.
Agent Longest conversation time	Digital and Voice	The duration of the longest conversation completed within the selected time period.
Callbacks requested	Voice only	The total number of callback requests made by customers during the selected time period.
Callbacks attempted	Voice only	The number of callback attempts made, helping to track agent activity and callback effort.
Average handle time	Digital and Voice	The total time an agent spends handling a conversation, including active conversation time and any associated after-conversation work.
Completed peak hold time	Voice only	The longest individual customer hold time recorded during the selected time period.
Completed calls on hold	Voice only	The number of calls that were put on hold during the selected period.
Active outbound conversations	Digital and Voice	The real-time number of live outbound calls and digital sessions currently in progress.
Active answered conversations	Digital and Voice	The real-time number of live inbound calls and agent-answered digital sessions currently in progress.
Transferred conversations	Digital and Voice	Calls and digital sessions transferred to another agent, extension, or contact center.
Active calls on hold	Voice only	The real-time number of calls currently on hold.
Outbound completed conversations	Digital and Voice	The number of outbound calls and digital sessions that have completed.
Automation ACD	Digital only	The average automation conversation duration.
Productivity (%)	Digital and Voice	The percentage of an agent’s time spent occupied or in wrap-up out of the total time they were joined to this contact center (excluding time logged out).

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

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:

Select Customize
Drag and drop widgets into the desired location
Select the eye icon to hide or display a widget
Select Apply

Agent leaderboard

Add the Leaderboard widget from the Dashboard tab to see a live, per-agent table.

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.

Agent Leaderboard includes the following columns:

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.

Column	Voice/Digital	Description
User	Digital and Voice	The agent’s name.
Groups	Digital and Voice	The contact centers or coaching teams the agent belongs to. 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.
Groups Available	Digital and Voice	The groups the agent is currently active and available to take conversations in, in real time.
Global status	Digital and Voice	The agent’s overall presence status across all their contact centers (for example, Available or Occupied).
Global sub-status	Digital and Voice	More detailed status information within the agent’s global status, such as a custom break, Training, or After-Call Work.
Sub-status duration	Digital and Voice	How long the agent has been in their current sub-status.
Personal status	Digital and Voice	The agent’s personal presence status set by the user (for example, “In a meeting”), separate from their contact center status.
Status duration	Digital and Voice	How long the agent has been in their current global status.
Productivity	Digital and Voice	The percentage of an agent’s time spent occupied or in wrap-up out of the total time they were joined to this contact center (excluding time logged out).
Answered	Digital and Voice	The total number of calls and digital sessions answered by the agent. Note The callback-connected calls count is not included in this value.
Minutes	Digital and Voice	The total duration of the agent’s connected calls and digital sessions.
Avg. connected duration	Avg. connected duration	The agent’s average duration per connected call — falls back to the digital session average only when the agent has no voice calls in the period (not a blended average across both channels).
Texts	Digital only	The number of texts handled by the agent.
Missed	Digital and Voice	The total number of calls and digital sessions missed by the agent.
Outbound conversations	Digital and Voice	The total number of outbound calls and digital sessions initiated by the agent.
Avg. Talk Time	Voice only	The agent’s average percentage of talk time on calls, as measured by call analytics.
Wrap up	Digital and Voice	The total duration the agent has spent in wrap-up.
Idle Time	Digital and Voice	The total time the agent has spent in an Available status.
Transferred conversations	Digital and Voice	The total number of calls and digital sessions transferred to or from another contact center or extension.
Callbacks attempted	Voice only	The total number of callback attempts made by the agent.
Participant	Digital and Voice	The contact name for the agent’s active conversation.

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.

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.