Contact Center performance dashboards

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<p id="docs-ai-summary-content">Get real-time insights into your contact center with performance dashboards. The Realtime snapshot dashboard provides current metrics, while the Recent performance dashboard reviews the last 24 hours. Customize metrics and filters to track key data like queue times, agent activity, and customer interactions. Use these tools to monitor and optimize your contact center's performance effectively.</p>
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<p class="p" dir="ltr">Get real-time insights into your contact center activity with the realtime
snapshot dashboard. Customize metrics and filters to suit your needs and monitor
performance.</p>
<p class="p" dir="ltr">Navigate your performance with Zendesk for Contact Center's two featured
dashboards. The Realtime snapshot keeps you informed on present metrics as they unfold,
while the Recent performance dashboard offers a retrospective look at the previous 24
hours. Both dashboards are customizable to suit your specific monitoring needs.</p>
<p class="p">This article contains the following topics:</p>
<ul class="ul" id="rjs1__ul_ds4_bfg_rgc">
<li class="li"><a class="xref" href="#topic_k15_2fg_rgc">Realtime snapshot dashboard</a></li>
<li class="li"><a class="xref" href="#topic_wqd_jfg_rgc">Recent performance dashboard</a></li>
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<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_k15_2fg_rgc">
<h2 class="title topictitle2" id="ariaid-title2">Realtime snapshot dashboard</h2>
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<p class="p" dir="ltr">The realtime snapshot dashboard displays real time or near-real-time
metrics about activity taking place in your contact center.</p>
<p class="p" dir="ltr">The dashboard can be filtered by channels and queue.</p>
<p class="p" dir="ltr">Users can customize the queue summary table by adding and removing metrics
from the view.</p>
<p class="p" dir="ltr">Only queues with data are displayed in the queue summary table.</p>
<p class="p" dir="ltr"><img class="image" id="topic_k15_2fg_rgc__image_wjh_yfd_tgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc_dash_1.png" width="600"></p>
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<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_wqd_jfg_rgc">
<h2 class="title topictitle2" id="ariaid-title3">Recent performance dashboard</h2>
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<p class="p" dir="ltr">The recent performance dashboard provides an overview of the activity that
has taken place in your contact center, over the last 24 hours. </p>
<p class="p" dir="ltr">The dashboard can be filtered by time range, channel, or queue.</p>
<p class="p" dir="ltr"><img class="image" id="topic_wqd_jfg_rgc__image_qnz_zfd_tgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc_dash_2.png" width="500"></p>
<p class="p" dir="ltr">The dashboard displays the following metrics: </p>
<ul class="ul" id="topic_wqd_jfg_rgc__ul_nd3_5jh_pgc">
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<strong class="ph b">Change compared to previous period: </strong>This is indicated by a
green, red or neutral gray arrow next to the metric. It shows the change
compared to the previous period.</li>
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<strong class="ph b">Queued</strong>: Count of contacts added to the queue during the
specified time range.</li>
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<strong class="ph b">Handled</strong>: Count of contacts added to the queue that were
answered by an agent.</li>
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<strong class="ph b">Handled in: </strong>Count 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> Count of outbound contacts that were handled by an
agent. This includes contacts that were initiated by an agent using Contact
Center.</li>
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<strong class="ph b">AHT (Average Handle Time): </strong>The average time, from start to
finish, that a contact was connected with an agent (average handle time). It
includes talk time, hold time, and After Contact Work (ACW) time. </li>
<li class="li" dir="ltr">
<strong class="ph b">Occupancy: </strong>Percentage of time that an agent was active on
contacts. </li>
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<strong class="ph b">Max queued: </strong>The longest time that a contact spent waiting in
the queue. This includes all contacts added to the queue, even if they were not
connected with an agent, such as abandoned contacts.</li>
<li class="li" dir="ltr">
<strong class="ph b">Max queue answer time: </strong>The longest time that a contact was in
the queue before being answered by an agent.</li>
<li class="li" dir="ltr">
<strong class="ph b">Contacts abandoned: </strong>Count of contacts disconnected by the
customer while in the queue during the specified time range. Contacts queued for
call-back are not counted as abandoned.</li>
<li class="li" dir="ltr">
<strong class="ph b">Average abandoned time: </strong>Average time, in seconds, that
abandoned contacts were in the queue before being abandoned.</li>
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<strong class="ph b">Agent non-responsive: </strong>Count of contacts routed to an agent but
not answered by the agent, including contacts abandoned by the customer. </li>
<li class="li" dir="ltr">
<strong class="ph b">Average hold time: </strong>Average time that customers spent on hold
while connected to an agent.</li>
<li class="li" dir="ltr">
<strong class="ph b">Average ACW: </strong>Average amount of time that an agent spent doing
After Contact Work (ACW) for contacts.</li>
<li class="li" dir="ltr">
<strong class="ph b">Hold abandons: </strong>Count of contacts that disconnected while the
customer was on hold. </li>
<li class="li" dir="ltr">
<strong class="ph b">Callbacks handled: </strong>Count of contacts handled by an agent that
were queued callbacks</li>
<li class="li" dir="ltr">
<strong class="ph b">Transferred in: </strong>Count of contacts transferred into the queue
during the specified time range.</li>
<li class="li" dir="ltr">
<strong class="ph b">Transferred out: </strong>Count of contacts transferred out of the queue
to another queue during a customer queue flow.</li>
<li class="li" dir="ltr">
<strong class="ph b">Service level: </strong>Percentage of contacts removed from the queue
after being added to it. 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>
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