Dashboard
Updated at March 7th, 2025
Table of Contents
Overview
The Supervisor application's dashboard feature provides real-time insights into contact centre performance. It displays various graphs that help supervisors monitor key metrics such as queue lengths, agent activity, call durations, and service levels. By using the Dashboard, supervisors can efficiently track call flow, identify bottlenecks, and ensure optimal resource allocation to improve overall customer service.
How to Use the Dashboard
- Access the Dashboard via the Supervisor application.
- View multiple graphs displaying real-time data about Routers and Agents.
- Use the Settings option in the top left corner to show or hide specific graphs.
- Your preferences are saved automatically, so the selected graphs will appear the same way when you reopen the application.
- Ensure you have the correct authorizations:
- ‘Monitoring Allowed’ is required to access this feature.
- ‘System Access’ is required to view all Agents and Routers; otherwise, visibility is restricted to assigned Routers and their Agents.
Dashboard Metrics
The table below outlines the key performance indicators displayed on the Dashboard:
| Metric | Description |
|---|---|
| Queue Length | Displays the number of calls currently waiting in the queue for each Router. |
| Active Agents | Shows the number of Agents currently active and handling calls. |
| Call Duration | Provides the average duration of calls handled today for each Router. |
| Max Waiting | Indicates the longest time a call has been waiting in the queue. |
| Average Waiting | Displays the average waiting time based on the last 10 queued calls. |
| Total Calls | Shows the total number of calls received for the Router. |
| No Agent Calls | Number of calls where no Agent was available to answer. |
| Actual Service Level | Reflects the current service level based on the last five calls. |
| Service Level Today | Displays the overall service level for the day per Router. |
| Outbound Dial Results | Provides data on the results of outbound calls made by the system. |
By leveraging the Dashboard, supervisors can proactively manage operations, optimize agent availability, and enhance the efficiency of the contact centre.
