Call Center Dashboard Examples & Templates | Plecto

What are call center dashboards?

Call center dashboards visualize all the key metrics you are using to track the performance and service levels in your contact center. In a busy call center environment, it's key that all agents and supervisors are always up to speed with the latest events, and that's where your call center dashboard comes in.

A well-designed call center dashboard centralizes all your key metrics and enables both agents and managers to take immediate action to resolve any issues encountered.

Of course, departments within call centers can typically be divided between sales and support teams. In this example, we focus on a dashboard for support teams.

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Call center team overview

Instantly monitor your call center’s performance and customer experience. Track core metrics like agent availability, queue wait times, SLAs, and CSAT scores, alongside a breakdown of your top agents' call volumes and handling times. Click the image below to launch your dashboard.

Call center team activity dashboard example.png

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Benefits of using call center dashboards

Never miss a beat (or a call)

Real-time dashboards visualize live data, keeping call center teams informed to manage volume effectively.

Engage and reward your agents!

Plecto’s gamified dashboards combine individual and team views, showing agents how they drive collective success.

Optimize operations with unparalleled real-time data insights

Gain a long-term perspective on your call center. Use our automated reports to dive deep into your data.

Daily team call dashboard example

Wait times too long? Too many calls in the queue? Pinpoint exactly where your agents need to be to keep calls snappy, customers pleased, and rocking your call center customer service targets. Click the dashboard below to create your own.

Employee-focused team call center dashboard example.png

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Essential KPIs for all call centers

In a call center, it's best to include metrics that can change by the minute and can impact your service levels. Here are a few essential metrics that every call center should track:

Average Handling Time

AHT measures the average duration of a customer’s interaction with an agent.

Average Wait Time

Calculates the average length of time for a customer to get through to an agent. Sometimes referred to as average time in queue.

Abandonment Rate

This metric calculates the rate ends of the call before connecting with an agent.

Calls Taken

Measure the productivity of your agents by tracking how many calls have been answered.

Service Level Agreement

Service Level Agreement (SLA) measures how well your support agents are meeting the agreed on standards.

Customer Satisfaction Score

It's always great for your call center staff to know how happy your customers are!

CEO call center dashboard example

Need a high-level overview you can get at a glance? This one's for the top tier to look at without having to wait until end-of-month reports. This dashboard shows the most important metrics reflecting operational efficiency, revenue goals, and customer satisfaction for you to gauge your call centers current and future health.

CEO customer service call center dashboard.png

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Lennart Thomsen

System Responsible at REMA 1000

"Our response time has improved a lot since using Plecto. We went from around 5 or 6 minutes to at times half a minute, and approximately 3 minutes now."
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Call Center Dashboards

What are call center dashboards?

Call center team overview

Instantly monitor your call center’s performance and customer experience. Track core metrics like agent availability, queue wait times, SLAs, and CSAT scores, alongside a breakdown of your top agents' call volumes and handling times. Click the image below to launch your dashboard.