The Dashboard provides real-time analytics for monitoring call center performance. Use it to track live metrics, manage agent performance, and ensure operational efficiency.

Table Of Contents

Live Analytics provides immediate insights into call center activity. Key performance indicators (KPIs) such as active calls, agent statuses, queue wait times, and service levels are displayed in real time.

Managing Dashboards

• Accessing Views: Navigate to Reporting > Dashboard to create, edit, or customize views.
• Customizing Tiles: Unlock views, add new tiles, edit existing ones, and apply filters.
• Reorganizing Tiles: Drag-and-drop unlocked tiles to rearrange layouts.
• Full-Screen Mode: Use the toggle icon or double-click tiles for focused views.

Tile Types and Features

Single Stat

• Data: Aggregated metrics such as totals, averages, percentages, minimum, and maximum values.
• Filter: Fully supports filtering by relevant fields.
• Appearance: Customizable background and text colors.
• Alarms: Supports alarms for thresholds like exceeding a specific value.

Circular Gauge

• Data: Percentages or totals displayed within a circular gauge.
• Filter: Fully supports filtering.
• Appearance: Adjustable gauge colors and ranges.
• Alarms: Configure alarms for data thresholds.

Cycle

• Data: Cycles through multiple metrics (up to 20).