Dashboard

Dashboard

Dashboard Overview

The dashboard is the central hub of the call center platform, offering a real-time overview of call activity and agent performance. It is designed to give supervisors, managers, and team leads critical insights for decision-making

How to Access the Dashboard

  • Default Route: Users are automatically redirected to the dashboard after logging into the system.
  • Manual Navigation:
    • From the left-hand sidebar, click the dashboard icon.

Dashboard Layout

The dashboard is divided into 2 Sections:

1. Overall Summary


  1. Waiting Calls
    Average Waiting Time
    Average Talking Time
    Agents Logged In
    Available Agents
    Active Calls
    Waiting Calls
    Current calls in the queue waiting for an agent.
    Average Waiting Time
    Average time callers spend in the queue before being answered. Formula: Total Waiting Time ÷ Answered Calls
    Average Talking Time
    Average duration of conversation between agent and caller. Formula: Total Talk Time ÷ Answered Calls
    Agents Logged In
    Number of agents currently signed into the system.
    Available Agents
    Agents who are logged in and not on a call or break.
    Active Calls
    Ongoing calls at the moment.
  2. Waiting Calls
    Average Waiting Time
    Average Talking Time
    Agents Logged In
    Available Agents
    Active Calls
    Waiting Calls
    Current calls in the queue waiting for an agent.
    Average Waiting Time
    Average time callers spend in the queue before being answered. Formula: Total Waiting Time ÷ Answered Calls
    Average Talking Time
    Average duration of conversation between agent and caller. Formula: Total Talk Time ÷ Answered Calls
    Agents Logged In
    Number of agents currently signed into the system.
    Available Agents
    Agents who are logged in and not on a call or break.
    Active Calls
    Ongoing calls at the moment.
  3. Abandoned Calls
    Answered Calls
    Unanswered Calls
    Abandoned Calls
    Calls ended by the caller before speaking to an agent.
    Answered Calls
    Calls successfully connected and handled by agents.
    Unanswered Calls
    Calls that were not answered. Formula: Total Calls - Answered Calls

Filter Overall Summary

Steps:
  1. Locate the Queue Filter Dropdown at the top-right of the screen.
  2. Click the dropdown and select one or more queue names.
  3. The dashboard will auto-refresh to display only the selected queue(s).
  4. To reset the filter, deselect or clear the selected queues.

Notes
Note: The selected queues reflect only in section overall summary.

2. Queue & Agent Summary

  1. You can switch between:

    1. Agent Summary

    2. Queue Summary

  2. The corresponding metrics will be displayed below.

  1. Queue Summary

Logged Agents
Available Agents
Queued Calls
Completed Calls
Abandoned Calls
Longest Hold Time
Hold Time
Talk Time
Logged Agents
Number of agents currently logged into the system.
Available Agents
Logged-in agents who are not busy or on break. Formula: Logged Agents - (On Call + On Break)
Queued Calls
Number of calls waiting to be answered.
Completed Calls
Calls that were successfully completed.
Abandoned Calls
Calls where the caller hung up before being answered.
Longest Hold Time
Maximum time any caller has waited in the queue.
Hold Time
Total time callers have spent in the queue.
Talk Time
Total time agents have spent on active calls.

  1. Agent Summary

Agent Name
Total Calls
Answered Calls
Unanswered Calls
Avg Talk Time
Avg Ring Time
Avg Break Time
Agent Name
The name of the agent.
Total Calls
Total number of calls handled by the agent.
Answered Calls
Number of calls answered by the agent.
Unanswered Calls
Calls not answered by the agent.
Avg Talk Time
Average call duration per agent. Formula: Total Talk Time ÷ Answered Calls
Avg Ring Time
The average time it takes the agent to answer a call. Formula: Total Ring Time ÷ Answered Calls
Avg Break Time
Average break time per work period. Formula: Total Break Time ÷ Break Sessions

Search for a specific agent or queue 

Steps:
  1. Use the search bar (top of the Agent/Queue Summary section).
  2. Enter the agent name or queue identifier.
  3. Results will filter automatically as you type.
NotesNote: If no data is available for search, the message "There is no data." will be displayed.

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