What is a dashboard, call & contact center?

A contact center dashboard is a visual display of customer data and activity. Contact center dashboards are used to provide important information at-a-glance, such as KPIs, call volumes, hold times, queue backlog, and more. They give teams the ability to see real-time performance data alongside historical trends in the contact center. Contact center dashboards are usually easily customized and readily configurable, allowing managers to display key metrics related to inbound and outbound contact center volume and individual or team output.

Contact center dashboards can display metrics for a contact center’s overall performance and progress, or highlight particular problems that require further attention from a manager. This software gives real-time desktop notifications, color-coded activity for at-a-glance visibility, and even audio alerts for minute-to-minute awareness of your operation.