Understanding Contact Center dashboards

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<p id="docs-hc-snippet" style="display: none;">Contact Center dashboards give you insights into your call center activity:</p>
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<p id="docs-ai-summary-content">Contact Center dashboards provide insights into your call center activity. The Realtime snapshot dashboard offers near real-time metrics on queues, agent capacity, and status, while the Recent performance dashboard reviews the last 24 hours. Customize these dashboards to monitor specific metrics like average handle time, occupancy, and service level, helping you manage and optimize your support operations effectively.</p>
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<p class="p">Contact Center dashboards give you insights into your call center activity:</p>
<ul class="ul" id="LM_contact_center_dashboards__ul_jy5_4mw_zfc">
<li class="li">
<strong class="ph b">Realtime snapshot dashboard</strong> shows metrics in nearly real-time.</li>
<li class="li">
<strong class="ph b">Recent performance dashboard</strong> shows activity from the last 24 hours.</li>
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<p class="p">You can customize the dashboards to your specific monitoring needs.</p>
<p class="p">This article contains the following topics:</p>
<ul class="ul" id="LM_contact_center_dashboards__ul_hng_qpv_zfc">
<li class="li"><a class="xref" href="#topic_cjv_npv_zfc">About the Realtime snapshot dashboard</a></li>
<li class="li"><a class="xref" href="#topic_vqz_l2w_zfc">About the Recent performance dashboard</a></li>
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<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_cjv_npv_zfc">
<h2 class="title topictitle2" id="ariaid-title2">About the Realtime snapshot dashboard</h2>
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<p class="p">The Realtime snapshot dashboard shows near real-time metrics about activity in your
contact center, including details about your queues, agent capacity, and agent
status. Only queues that contain data are shown in the queue summary table.</p>
<p class="p">You can filter the dashboard by channel and queue. You can customize the queue
summary table by adding and removing metrics.</p>
<p class="p"><img class="image" id="topic_cjv_npv_zfc__image_skb_tpv_zfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/lm_graphics_rs_44.png" width="550"></p>
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<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_vqz_l2w_zfc">
<h2 class="title topictitle2" id="ariaid-title3">About the Recent performance dashboard</h2>
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<p class="p">The Recent performance dashboard provides an overview of your contact center activity
over the last 24 hours. </p>
<p class="p">You can filter the dashboard by time range, channel, or queues.</p>
<p class="p"><img class="image" id="topic_vqz_l2w_zfc__image_ktb_5pv_zfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/lm_graphics_rs_45.png" width="550"></p>
<p class="p">The recent performance dashboard displays the following metrics: </p>
<ul class="ul" id="topic_vqz_l2w_zfc__ul_mng_qpv_zfc">
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<strong class="ph b">Change compared to previous period</strong>: Change compared to the previous
period, indicated by a green, red, or neutral gray arrow. </li>
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<strong class="ph b">Queued</strong>: Number of contacts added to the queue during the specified time
range.</li>
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<strong class="ph b">Handled</strong>: Number of contacts added to the queue that were answered by an
agent.</li>
<li class="li">
<strong class="ph b">Handled in</strong>: Number of incoming contacts that were handled by an agent,
including inbound contacts and transferred contacts.</li>
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<strong class="ph b">Handled out</strong>: Number of outbound contacts that were handled by an agent,
including contacts that were initiated by an agent using the contact
center.</li>
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<strong class="ph b">AHT (average handle time)</strong>: Average time, from start to finish, that a
contact was connected with an agent, including talk time, hold time, and after
contact work (ACW) time.</li>
<li class="li">
<strong class="ph b">Occupancy</strong>: Percentage of time that an agent was active on contacts.</li>
<li class="li">
<strong class="ph b">Max queued</strong>: Longest time that a contact spent waiting in the queue,
including all contacts added to the queue, even if they were not connected with
an agent, such as abandoned contacts.</li>
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<strong class="ph b">Max queue answer time</strong>: Longest time that a contact was in the queue
before being answered by an agent.</li>
<li class="li">
<strong class="ph b">Contacts abandoned</strong>: Number of contacts disconnected by the customer while
in the queue during the specified time range. Contacts queued for callback are
not counted as abandoned.</li>
<li class="li">
<strong class="ph b">Average abandoned time</strong>: Average time, in seconds, that contacts were in
the queue before being abandoned.</li>
<li class="li">
<strong class="ph b">Agent non-responsive</strong>: Number of contacts routed to an agent but not
answered by the agent, including contacts abandoned by the customer.</li>
<li class="li">
<strong class="ph b">Average hold time</strong>: Average time that customers spent on hold while
connected to an agent.</li>
<li class="li">
<strong class="ph b">Average ACW</strong>: Average time that an agent spent doing after contact work
(ACW) for contacts.</li>
<li class="li">
<strong class="ph b">Hold abandons</strong>: Number of contacts that disconnected while the customer
was on hold.</li>
<li class="li">
<strong class="ph b">Callbacks handled</strong>: Number of contacts handled by an agent that were
queued callbacks.</li>
<li class="li">
<strong class="ph b">Transferred in</strong>: Number of contacts transferred into the queue during the
specified time range.</li>
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<strong class="ph b">Transferred out</strong>: Number of contacts transferred out of the queue to
another queue during a customer queue flow.</li>
<li class="li">
<strong class="ph b">Service level</strong>: Percentage of contacts removed from the queue. A contact
is removed from a queue when an agent answers the contact, the customer abandons
the contact, or the customer requests a call back.</li>
</ul>
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