Real-Time Dashboard for Your Call Center

Monitor your call center activities in real time. All important data on phone calls and agent performance are at your disposal and up-to-date. Always.

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How Does Real-time Dashboard Work?

Our real-time contact center dashboard provides customer support managers with quick access to up-to-date metrics and shows what’s currently happening in your call center. All available metrics are displayed in a separate Real-time Dashboard tab on CloudTalk’s user-friendly, intuitive interface. This data helps managers make key decisions quickly and increase both efficiency and customer satisfaction.

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What makes a Real-Time Dashboard unique?

Increase efficiency

Follow how well your customer support team is doing in real time and see what’s happening at all times. By monitoring statistics like average wait time, active calls, agent status or statistics on call queuing, you can learn how to provide more efficient service to your customers.

Immediate impact

Track your performance metrics and see whether you are keeping up with them. Following real-time metrics like average abandoned call rate shows you where to focus your attention and how to make your performance more consistent.

Keep agents motivated

Access your agents’ recent performance and use it as positive reinforcement during 1-on-1 meetings. You can also display their results in your office for everyone to see. Allow the best performer to shine and other agents will get motivated by their colleagues’ success.

User-friendly interface

Set your business hours and streamline automated call distribution in an intuitive CloudTalk interface. All call data dashboards are displayed in a separate Real-time Dashboard tab and you’ll even have access to a timer, indicating the next time your data is updated.

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“Excellent call monitoring system and dashboard, which provides all the metrics for call monitoring and integrates with all CRM”

Anonymous reviewer
G2

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Real-time Dashboard in a Nutshell

When you open your Real-time call center dashboard interface, you’ll see the following data:

1. Number of callers waiting to be connected with a live agent

2. Average wait time

3. Maximum wait time

4. Average abandoned call rate

5. Active calls

6. Call queue statistics – each of the above-mentioned metrics displayed by call queue

7. Agent status – agent’s name, call queue, current call duration, time of the last call, the total number of calls

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More about CloudTalk Analytics

In our enhanced analytics with an upgraded sorting system, you will find data divided into 4 systematic categories: Agents, Groups, Call Logs, and Messages.

Some of the key metrics you can follow are:

1. Result filters

2. Call steps

3. Missed calls

4. Short calls

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FAQs

What is a call center dashboard?

A Call Center Dashboard is a reporting tool that displays call center metrics and KPIs. It allows managers and teams to monitor and optimize performance in real time.

What are the benefits of a call center dashboard?

The benefits are:

– Comprehensive, real-time insights into your business
– Increased agents’ productivity and motivation
– Great source for data-driven decisions

How does a real-time Dashboard work?

A call center dashboard provides instant access to essential metrics. Through graphs, charts, notifications, and other statistics, you get everything you need to identify the strengths and weaknesses of your business. Tracking information helps you reduce call handling time, meet service level agreements, and improve customer satisfaction.