This dashboard is designed to help managers quickly understand performance trends and take action.
Date Filters
You can filter the dashboard by the following time ranges:
Today
Last 7 days
Last 14 days
Last 30 days
Last 60 days
Last 90 days
Once a date range is selected, all metrics, graphs, and tables update automatically to reflect that period.
Core Performance Metrics
After selecting a date range, you’ll see the following metrics:
Calls Taken – Total calls handled
Calls Incoming – Inbound calls received
Calls Outgoing – Outbound calls made
Billable Calls – Calls that count toward billing
Sales – Total completed sales
Close Rate – Percentage of calls that resulted in a sale
Cost Per Sale (CPA) – Average cost to generate one sale
Compliance Score – Overall compliance percentage
Time & Activity Breakdown
These metrics show how the agent’s time is spent:
Total Hours Logged In
Total Talk Time
Ringing Time
Total Available Time
Customer Support Time
Total Pause Time
Total Wrap-Up Time
Performance Graphs
Each section includes a graph showing performance over time, with date and time visibility.
These graphs help identify trends, spikes, and drops in activity or performance.
Cost Per Acquisition (CPA) Views
CPA by Queue
Displays up to 10 queues (top queues only).
Shows performance broken down by queue.
Available Columns:
Queue
Calls Today
Sales (30-day average)
Sales Today
CPA (30 days)
CPA Today
CPA Difference
Close Rate (30 days)
Close Rate Today
Close Rate Difference
You can:
Reorder columns
Hide or show columns
Filter data using the three-dot menu
Daily Breakdown
Shows day-by-day performance based on the selected date filter.
Columns include:
Date
Calls
Connected Calls
Incoming Calls
Outgoing Calls
Billable Calls
Sales
Compliance Section
The Compliance view focuses exclusively on compliance performance for the selected date range.
Additional Agent Information
The dashboard also displays key agent configuration details:
Assigned Licensed States
Shows all states assigned to the agent.
Agent Status & Controls
Status – Current agent status
Temporarily Disable Agent Option
Prevents the agent from going Available
Tags
Agent tags and team tags (e.g., Sales Agent)
Assigned Queues
List of all queues the agent is assigned to
Why This Dashboard Matters
This dashboard is designed to answer, at a glance:
How is the agent performing?
Where are sales coming from?
Is compliance trending up or down?
Are costs increasing or improving?
Where should managers intervene or coach?