Topic
This article introduces the Cytracom Call Center Dashboard and explains how supervisors can use the live dashboard to monitor queues, callers, and agents.
Environment
- Cytracom UCaaS
- Call Center Dashboard
- Supervisor or authorized portal user
Description
The Call Center Dashboard gives supervisors a real-time view of contact center activity. It combines live queue conditions with today's performance metrics so supervisors can quickly identify callers waiting too long, available agents, queue performance, and service-level issues.
Video overview
The video above provides a guided tour of the dashboard, including live metrics, queue cards, thresholds, queue details, and TV wallboard functionality.
Opening the Call Center Dashboard
- Sign in to the Cytracom Portal.
- Open Call Center Dashboard.
- The dashboard automatically displays the queues available for your account.
Understanding the wallboard
The dashboard is divided into several areas designed to answer different operational questions.
Live metrics
The top of the dashboard provides an immediate view of current activity, including:
- Calls Waiting — callers currently waiting across the selected queues.
- Longest Wait — how long the oldest caller has been waiting.
- Calls in Progress — callers currently connected to agents.
- Agents Available — agents currently available to answer a call.
- Handled Today — calls completed by agents during the current reporting day.
- Service Level Today — percentage of answered calls that were answered within the configured service-level cutoff.
Additional metrics include:
- Abandon Rate
- Average Speed of Answer
- Average Talk Time
Metrics labeled Today use the account's reporting timezone.
Selecting queues
Use the Queues control at the top of the dashboard to choose which queues appear on your screen.
Your queue selection applies only to your current browser. It does not change another supervisor's dashboard or an existing TV wallboard.
Queue cards
Each queue has its own card showing current activity and day-to-date performance.
A queue card can include:
- Calls waiting
- Longest wait
- Active calls
- Handled calls
- Offered calls
- Abandon rate
- Pending callbacks
- Accept percentage
- Service level
- Agent status
Agent indicators show how many agents are currently:
- On a call
- Available
- Paused
- Logged out or unavailable
If a queue exceeds one of its configured thresholds, the card changes appearance to draw attention to the condition.
A Custom label on a queue means the queue has one or more threshold settings that override the account defaults.
Viewing queue details
Click anywhere on a queue card, except the ⋯ menu, to open the queue detail view.
Queue detail provides additional information for that queue, including:
- Current callers waiting
- Agent activity
- Recently completed calls
- Callback activity
- An hourly queue load chart showing offered and answered calls
Use the back control to return to the main dashboard.
Breach notifications
When a visible queue moves outside a configured threshold, the dashboard can display a Breach notification across the top of the screen.
For example, a breach can indicate that a caller has been waiting longer than the configured longest-wait threshold.
The breach notification is intended to draw attention to a current condition that may require supervisor action.
Agents and callers waiting
The lower portion of the dashboard provides additional live operational information.
Agents displays users grouped by their current status and, when available, how long they have been in that state.
Waiting Now displays callers currently waiting, with the longest waiters shown first.
Additional panels can appear for pending callbacks and recently completed calls when data is available.
Next steps
For additional information, see:
- Understanding Call Center Dashboard Metrics
- Configuring Call Center Dashboard Thresholds
- Using Call Center Dashboard TV Wallboards