Dashboard
The main VoiceCenter dashboard — KPI cards, call activity, and real-time metrics.
The Dashboard is the first page you see after logging in. It provides a real-time overview of your contact center's performance through KPI cards and activity summaries.
Overview
The dashboard displays key performance indicators (KPIs) for your selected date range. Each KPI is shown as a card with the current value, trend arrow, and comparison to the previous period.
KPI Cards
The dashboard includes up to 20 KPI metrics, organized into a responsive grid. Available KPIs include:
| KPI | Description |
|---|---|
| Total Calls | Total number of calls (inbound + outbound) |
| Inbound Calls | Number of incoming calls received |
| Outbound Calls | Number of outgoing calls made |
| Answered Calls | Calls successfully answered by an agent |
| Missed Calls | Calls that went unanswered |
| Answer Rate | Percentage of calls answered |
| Avg. Talk Time | Average duration of answered calls |
| Avg. Wait Time | Average time callers waited in queue |
| Total Talk Time | Sum of all talk time |
| Active Agents | Number of agents currently online |
| Avg. Handle Time | Average total handling time per call |
| ASR | Answer-Seizure Ratio |
| ACD | Average Call Duration |
| PDD | Post-Dial Delay |
| Service Level | Percentage of calls answered within threshold |
| Abandonment Rate | Percentage of callers who hung up while waiting |
| Cost | Total call costs for the period |
| Revenue | Total billed revenue |
| Margin | Revenue minus cost |
| SMS Sent | Number of SMS messages sent |
Date Range Filter
Use the date picker in the toolbar to select a time range for the KPI data. Options include:
- Today — Current day's metrics
- Yesterday — Previous day's metrics
- Last 7 Days — Rolling week
- Last 30 Days — Rolling month
- Custom Range — Pick specific start and end dates
Customizing the Dashboard
You can personalize the dashboard by:
- Reordering KPI cards — Drag and drop cards to rearrange them. Your order is saved in the browser.
- Toggling columns — Click the columns button to show/hide specific KPIs.
The dashboard refreshes automatically when new call events come in via WebSocket. You do not need to manually refresh the page.