How do you create a real-time dashboard for the contact center?

Required tools

• Contact Center in operation — With channels and queues set up.

Choose the correct numbers

1. 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. 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

1. 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.

2. 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.

3. 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.