How do you create a real-time dashboard for the contact center?
Created with AI.
A real-time dashboard should support decision-making throughout the day, not summarize the month. This places different demands on what is displayed.
- 5 steps
- Total time: 1 h 10 min
- Preparation: 30 min
- Result: A dashboard the team leader actually uses throughout the day
Required tools
- Contact Center in operation — With channels and queues set up.
Choose the correct numbers
1.Show what can be acted on now
Number in queue, longest wait time, agents available. These are metrics a team leader can act on within minutes. Monthly statistics belong elsewhere.
2.Include agent status
Who is available, who is busy, and who is away. Without this information, the team leader cannot reassign work when the queue grows.
Make it usable
3.Set alert thresholds
Clearly indicate when the queue or wait time exceeds a threshold you have set. A dashboard without thresholds requires someone to keep watching it.
4.Place it where the team leader is
On a screen in the room or pinned in Teams. A dashboard buried three clicks deep won't be seen when time is of the essence.
5.Separate real-time monitoring from follow-up
Create a separate dashboard for weekly reviews, showing resolution rate and volume over time. If the two are combined, both become less effective.
Discussion
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