Call Center Dashboard
Real-time call center operations — inbound/outbound stats, agent status, KPIs, and hourly traffic charts.
Overview
The Call Center Dashboard is the command centre for your entire call center operation. It gives supervisors and managers a single-screen live snapshot of inbound and outbound call volumes, agent availability, call costs, and service quality KPIs — all updating in real time as calls are handled throughout the day.
Unlike the detailed analytics in Call Statistics, the Dashboard is optimised for at-a-glance situational awareness. Everything a supervisor needs to answer "how is my call center performing right now?" is visible without scrolling or drilling into reports. The screen supports both Workstation (dark glass) and Enterprise (light corporate) visual modes — toggle in Settings → Appearance → Screen Style.
When to Use the Dashboard
Open the Dashboard at the start of every shift for a KPI health check. Keep it open on a secondary monitor throughout the day so you can immediately spot if answer rates drop or wait times spike. Use the hourly chart to anticipate busy periods and reassign agents proactively.
Stat Cards (Top Row)
Four large metric cards span the top of the dashboard. Each card shows the primary count, a secondary sub-value for context, and a percentage change badge compared to the previous equivalent period (yesterday for Daily view, last week for Weekly, etc.).
| Card | Primary Value | Sub-Value | Change Badge | Accent Colour |
|---|---|---|---|---|
| Inbound Calls | Total inbound call count | Total inbound talk time (minutes) | % vs previous period | Sky blue |
| Outbound Calls | Total outbound call count | Total outbound talk time (minutes) | % vs previous period | Violet |
| Extensions | Total registered extensions | Active agents now / Extensions online | Online count | Cyan |
| Call Cost | Total call cost (currency) | Per-minute cost label | % vs previous period | Emerald |
Reading the Change Badge
A green upward arrow means the value increased versus the previous period (good for call volume and CSAT; potentially concerning for cost). A red downward arrow means the value decreased. For call cost, a green badge on a decrease is a positive sign — lower cost this period than last.
KPI Strip
Immediately below the four stat cards, a horizontal KPI strip shows three key service quality indicators. Each KPI has a current value, a target threshold, and a colour-coded status indicator so you can see at a glance whether each metric is on-target or needs attention.
Answer Rate
Percentage of inbound calls that were answered by an agent (as opposed to abandoned or missed). Target: ≥ 85%. Falling below 80% is a strong signal to open more agent capacity or review queue routing. Calculated as: (Answered Calls ÷ Total Inbound Calls) × 100.
Avg. Wait Time
Average number of seconds a caller spends in a queue before an agent answers. Target: ≤ 20 seconds. Wait times above 45 seconds significantly increase abandonment rates and negatively impact CSAT. Monitor this KPI closely during peak hours.
CSAT Score
Customer Satisfaction Score collected via post-call survey (scale of 1–5). Target: ≥ 4.2 / 5. CSAT is the ultimate measure of call quality. Correlate CSAT drops with specific agents or time periods using the Call Reports QA screen to identify coaching opportunities.
Hourly Traffic Chart
The main visual element of the Dashboard is a grouped bar chart showing call volume broken down hour by hour across the selected period. Two series are plotted side by side for each hour:
- Inbound — displayed in sky blue bars
- Outbound — displayed in violet bars
Hovering over any bar shows a tooltip with the exact call count for that hour. The chart's y-axis auto-scales to the highest single-hour volume so differences between hours are clearly visible even when overall volumes are low.
How to Use the Chart
- Identify peak hours — Look for the tallest bars. Most call centers see peaks between 9–11am and 2–4pm on weekdays. Use this to plan shift overlaps.
- Spot outbound spikes — An outbound spike with no corresponding inbound spike may indicate a proactive outreach campaign is running.
- Low early-morning volume — If you see significant inbound volume before 8am, review whether your IVR is correctly routing after-hours calls to voicemail.
- Weekly view — Switching to Weekly mode shows the same chart aggregated by day rather than by hour, making it easy to compare Monday vs. Friday load.
Staffing Tip
Export the hourly data pattern from Call Statistics → Call Volume Trends and compare it against your shift schedule. Hours where inbound bars significantly exceed agent headcount are understaffed windows that drive up wait time and abandonment.
Agent Status Summary
A right-side panel alongside the hourly chart shows a real-time breakdown of agent availability across all queues. This gives supervisors an instant headcount of who is available and who is occupied without opening the full Supervisor Dashboard.
Each status shows a count of agents and a proportional colour-coded bar segment:
- Active (Emerald) — Agents logged in and available to take the next inbound call. This is the pool that determines your real-time capacity.
- Busy (Amber) — Agents currently connected on an active call. Cannot take new calls until their current call ends.
- Break (Sky Blue) — Agents on a scheduled break (lunch, rest, training). They will return to Active status when their break ends.
- Offline (Slate) — Agents not currently logged into the system. This includes agents whose shift has not started or has already ended.
Low Active Agent Alert
If the Active count drops to two or fewer agents while the Busy count is high and inbound calls are coming in, wait times will escalate quickly. Navigate to the Supervisor Dashboard to see exactly which agents are on break and signal them to return early if needed.
Missed Calls Panel
A compact panel in the Dashboard shows the total count of missed calls for the selected period, accompanied by a sparkline trend chart that shows whether missed calls are increasing or decreasing over the last several data points.
The missed call count is a critical operational metric. Every missed call represents a potential lost customer or unresolved issue. High missed call counts during specific periods typically correlate with understaffing or unexpected call volume spikes visible in the Hourly Traffic Chart.
The panel includes a direct link to Call Reports → Recordings filtered to missed calls, so you can immediately see which callers need callbacks. Individual callbacks are managed in Virtual PBX → Missed Calls.
Reducing Missed Calls
- Cross-reference the peak hours on the hourly chart with your staffing schedule.
- Enable voicemail for overflow calls in Virtual PBX → PBX Management → Voicemail so callers who can't reach an agent can leave a message.
- Configure an overflow extension for after-hours calls in PBX Management → Business Hours.
- Review answer rate in the KPI strip — a low answer rate with a high missed call count confirms an agent capacity problem.
Period Selector
The Dashboard Period Selector is a three-button toggle in the top-right corner of the screen. Selecting a period immediately recalculates all stat cards, the KPI strip, the agent status summary, and the hourly traffic chart for that time window.
| Period | Data Range | Chart X-Axis | Change Badge Compares To |
|---|---|---|---|
| Daily | Today (current date) | Hour of day (0–23) | Yesterday |
| Weekly | Current calendar week (Mon–Sun) | Day of week | Previous week |
| Monthly | Current calendar month | Day of month | Previous month |
Daily vs. Monthly View
Use Daily for intra-day management decisions (reassigning agents, approving breaks). Switch to Monthly for trend analysis and management reporting. The Call Statistics screen provides deeper historical trend analysis beyond the current month.
AI Assistant
Click the vertical AI Assistant tab on the right edge of the screen (or the Sparkles toggle) to open a chat panel over the dashboard. Because the Call Center Dashboard is a stat-card/KPI screen rather than a record list, the assistant is scoped to dashboard-style capabilities only — it narrates and explains the numbers already rendered on screen for the currently selected period, it does not edit any calls or agent records:
- Executive summary — a plain-language readout of the current call center standing for the selected period, calling out the answer rate, wait time, and CSAT trends and the best/worst performing agents by name.
- Root cause & anomaly detection — when missed calls are high, wait time is elevated, or CSAT has dropped, the assistant explains which agents or time-of-day patterns are driving it.
- Recommendations — turns an observed weak spot into a concrete, quantified suggestion (e.g. adding coverage during a specific peak hour, or coaching a specific agent), grounded in the actual numbers shown on the dashboard.
Every reply can be saved with the Save as Report button, which stores it in My Reports under a title derived from your question and the current month/year. The panel respects the currently selected Period and the Writer Engine selected in Settings → Agentic (Local CLI, Hosted API, Local LLM, or Ollama) — Ollama and other local/in-browser engines run entirely on your own machine and never proxy through the server.
Dual Visual Style
The Dashboard fully supports TotalApp's dual screen style system. The visual appearance changes significantly between the two modes, but all data, interactivity, and functionality remain identical.
Workstation Mode (Default)
Dark glass panel surfaces with backdrop-filter: blur glassmorphism. Stat card metric values rendered in sky blue (inbound), violet (outbound), cyan (extensions), and emerald (cost) accents. KPI badges use ghost/glow style buttons. Bar chart uses translucent fills. Change badges display as coloured pills.
Enterprise Mode
White paper card surfaces with border-slate-200 borders and shadow-sm depth. Stat card metric values in solid saturated colours. KPI badges as filled solid buttons. Bar chart uses opaque fills. Change badges display as solid coloured chips with white text. Optimised for screen-share presentations and client dashboards.
To switch: Settings → Appearance → Screen Style → Enterprise (or back to Workstation). The change is global and applies instantly to all Call Center screens and other dual-style screens in TotalApp.