Call Center Dashboards

Call center dashboards visualize all the key metrics you are using to track the performance and service levels in your contact center. In a busy call center environment, it's key that all agents and supervisors are always up to speed with the latest events, and that's where your call center dashboard comes in.

A well-designed call center dashboard centralizes all your key metrics and enables both agents and managers to take immediate action to resolve any issues encountered.

Of course, departments within call centers can typically be divided between sales and support teams. In this example, we focus on a dashboard for support teams.

Just click on the image below to take a closer look at a contact center dashboard in action. ⬇️

Never miss a beat (or a call)

Call centers are all about live data, meaning it’s crucial that your agents are always on top of the calls that are coming through. By visualizing your data on real-time dashboards, you ensure that all agents are always in the loop

Engage and reward your agents!

Answering calls all day is a demanding job, and it can be tough at times to keep motivation high. The easiest way to make sure that this motivation stays sky high is through gamifying your activities to add a splash of fun. Incorporate achievements and notifications to your dashboard to ensure that the success of your agents is celebrated!

What’s more, if you’re looking for more ways to empower your call center agents then consider trying our Dynamic Dashboards feature. Using a Plecto Dynamic Dashboard enables agents to effortlessly switch between the team and individual view, meaning that customer service reps can always see how their individual performance is contributing to the team.

Optimize operations with unparalleled real-time data insights

In the fast-paced call center environment, it can be easy to lose track of the bigger picture. So, display your dashboards on TVs around the office for all agents to see. This way, the whole team will know what tasks need to be prioritized.

Want to get a longer-term perspective on your call center operations? Check out our automated reporting feature where you can take a deep dive into your data.

In a call center environment, it's best to include metrics that can change by the minute and can impact your service levels. Of course, every call center will have its own set of KPIs depending on the industry. However, there are a few essential metrics that every call center should be tracking:

• Average Handling Time

Often shortened to AHT, this crucial metric measures the average duration of a customer’s interaction with an agent.

• Average Wait Time

Calculates the average length of time for a customer to get through to an agent. Sometimes also referred to as average time in queue.

• Abandonment Rate

This metric calculates the rate ends of the call before connecting with an agent.

• Calls Taken

Measure the productivity of your agents by tracking how many calls have been answered.

• Service Level Agreement

Service Level Agreement (SLA) measures how well your support agents are meeting the agreed on standards.

• Customer Satisfaction Score

Even though it's best to have whole dashboard dedicated to customer satisfaction, it's always great for your call center staff to know how happy your customers are.

Want some more KPIs? Other common KPIs used in a call center include First Response Time, First Call Resolution and Average After-Call Work Time.