Contact Center Dashboard

Contact Center Dashboard

Keep tabs on your metrics to help deliver the highest quality of customer service

The new Contact Center Dashboard in the Unity Portal is essential for providing real-time visibility of conditions across the Contact Center. View current and historical behaviour and compare data for more indepth analysis.

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Unity Desktop Features Included With Agent

Unity Desktop is a UC application that enhances the BroadSoft user experience by making all features and services available in an intuitive and elegant interface. Combining presence, chat, call control and directories, Unity Desktop simplifies the making and receiving of calls and provides easy access to advanced functions.

  • Contacts [Busy Lamp Field]
  • Drag & Drop
  • Browser Click-to-Dial
  • Unified Directories
  • Service Configuration
  • Call Control
  • Chat/Messaging
  • Voicemail Access
  • Call Recording Control
  • Hot Desking & Flexible Seating

Unity Desktop Features Included With Agent

Unity Desktop is a UC application that enhances the BroadSoft user experience by making all features and services available in an intuitive and elegant interface. Combining presence, chat, call control and directories, Unity Desktop simplifies the making and receiving of calls and provides easy access to advanced functions.

  • Contacts [Busy Lamp Field]
  • Drag & Drop
  • Browser Click-to-Dial
  • Unified Directories
  • Service Configuration
  • Call Control
  • Chat/Messaging
  • Voicemail Access
  • Call Recording Control
  • Hot Desking & Flexible Seating

Overall Contact Center

Quickly understand how all the Web Chat, Twitter and Email Streams are behaving across the entire Contact Center

Where Do The Agents Need To Be?

Toggle the bar chart to view activity by hour, days and weeks to learn when your busiest times are and where to assign Agents

Real-time Behaviour

Understand how the Agents and Media Streams are behaving right now to quickly make informed decisions

Establish What’s Happening Right Now

Are there more missed than answered conversations? Could it be because there’s only 5 out of 17 Agents joined to the queue?

Agent Gamification

Which Agents are answering the most Web Chats and who’s receiving the best feedback from customers?

Supported Features

Configurable Statistics

Hour, Day & Month

Discover the busiest times and learn how the Queues are performing compared to last month

Agent Gamification

Agent Gamification

Encourage competition with the top performing Agent stats for Queues and Media Streams

Agent Hook

Conversation Outcome

Answered, missed and unstaffed statistics highlight how conversations are being handled

Dynamic BLF

Live Now

View how many conversations are in-progress and how many are waiting in the queue

Intelligent Agent ACD

Deeper Insight

Examine the performance of the overall Contact Center, Queues and individual Media Streams

Team ACD State

Agent Distribution

Understand when and where to assign Agents to improve overall customer service

Supported Features

alert Thresholds & Alerts

All queue and agent statistics can be configured with a wide range of colour based alerts, graphically highlighting any problems that require immediate attention

agent-game Agent Gamification

Encourage self-management and competition among agents by using Dashboard as a leader board, e.g. show the top 5 agents based on total calls answered

configurable Configurable Statistics

Configure over 47 essential and desirable statistics to highlight metrics that are important to you

queue Queue Statistics

Queue statistics include inbound calls, answered calls, calls in queue, average abandoned time, overflowed calls, staff ratio, service level and agents available

agent-das Agent Hook and ACD State

Agent statistics include inbound calls, ACD state, total call duration, outbound total calls, transferred calls, idle time and many more

ket-das Key ACD State

Optionally display all Agents ACD state and engaged/free extension status. Summarise this with Agents Awaiting Call and Staffed Ratio gauges

scrolling-das Scrolling Views

Dashboard allows different Views to be configured, each with different stats, call center resources and visual layouts. These can be set to scroll providing ultimate flexibility depending on how much information the customer wants to display

tabular-dash Tabular & Graphical View

Tabular and Graphical option provide an easy way to showcase headline stats, with detailed tabular breakdowns available if required. With a range of bar charts, gauges, tiles and badges, Unity Dashboard provides an engaging visual interface

Get Your Unity Contact Center Trial Now!

Request a free demo and we will help you create your contact center today, complete
with CRM integrations and settings configuration.


    BroadSoft Service ProviderEnd User Customer or Reseller