Service Titan Knowledge Base

Access and view the Call Center DashboardLast updated on 09/14/2022

Your Call Center Dashboard gives you real-time insights into today's performance of your Call Center with metrics like call durations and wait times. For more historical data, see Analytics.

Access your dashboard

Your call center dashboard is in the Dialpad web portal. As a Supervisor, you can access the dashboard for your specific call center by either:

  • Clicking Dashboard from your Call Center screen on your desktop app.

  • Clicking Dashboard from your Call Center page on the web portal.

Supervisors and Call Center Admins also have the ability to review all of their call centers at once by clicking All Call Centers.

The All Call Centers screen includes live hold queues, voicemails, average length of calls, and much more.

Toggle between call centers by selecting the call center you want from the list on the left side of your screen.

Time toggle and summary metrics

On your call center dashboard, use the timeframe toggle to adjust the timeframe you're viewing, from the current hour to all day.

Your summary metrics display the general overall activity on your call center and include inbound and outbound metrics for:

  • Connected Calls

  • Total Minutes

  • Missed Calls

  • Abandoned Calls

Call volume and duration

The Call Volume widget breaks down calls by type, like answered vs. voicemail. You can toggle between inbound or outbound calls.

The Call Duration widget displays the day's averages in hourly increments (dark blue line) as well as a trend line for comparing the day's data against the last 7-days (light blue line).

Hover and click on metrics in the Call Volume graph and you are taken to the calls list with the call center target, day and time range, and supported status.

Agent status and service level

Your Agent Status widget offers a live view of the total number of CSRs assigned to your call center and their respective statuses. Your Live Calls widget shows you the total number of live calls happening at that moment and how many callers are waiting in the queue.

Service Level is the percentage of calls answered during open hours within the time threshold set for that call center. The default time threshold is 60 seconds. For more, see Mange call center alerts. Short abandoned calls are excluded from this metric. The answer time is calculated as the difference between the moment the call arrives (date_started) and when it connects to an agent (date_connected).

Hold queue metrics

At the bottom of your dashboard is your hold queue metrics. It includes stats like Speed to Answer, Abandon Rate, and Agents: Callers ratio.

Speed to Answer is the amount of time callers wait to speak to an agent. It displays the shortest, average, and longest times.

Abandon Rate is the percentage of inbound calls abandoned during the timeframe you selected above and include the shortest and longest time before abandoning. The average number represents the average abandoning time.

Agent: Callers provides you with an idea of how overall call volume compares to your call handling capacity.

Agent leaderboard

Your agent leaderboard gives you an idea of specific agent stats on your call center. These stats include things like current agent status, total wrap up time, and much more.

Click on an individual agents inbound, outbound, and missed calls to be taken to the calls list to get a deeper look into those specific calls.

Want to learn more?

Important note: Some features may not be currently included in your account and additional configuration may be required. Please contact technical support for details.

Disclaimer: Information provided in this article is for informational purposes only and it should not be construed to be legal advice. Information provided in this article may also not constitute the most up-to-date legal or other information. You should not act or refrain from acting on the basis of any information in this article to meet any compliance requirements without seeking independent legal or other professional advice.