Contact Center Overview Dashboard

  • Published on Jul 14, 2025
  • 4 minute(s) read
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This guide will take you through the steps to build a dashboard to measure the main metrics for monitoring a contact center.  You will need to build the reports first before they can be pulled into the dashboard.

Dashboard Components

  1. Average Speed to Answer / Average Wait Time in the Queue

    1. Build this report:  Average Wait Time in a Queue

    2. Add a new dashboard component and select the numerical icon.

    3. Make sure the ‘Measure’ = Average from From Call Queue Last Wait Seconds (Or From Call Queue Total Wait Seconds)

    4. You can choose to customise the ‘Range' - this will give you a traffic light system to see if you are hitting your metrics.

    5. You can also customise the name of the component to be different from the report name by scrolling down and changing the ‘Title’.

  2. Number of calls that enter the queue / number of calls offered

    1. Use the same report as number 1

    2. Add a new dashboard component and select the numerical icon.

    3. Make sure the ‘Measure’ = Record Count

    4. You can choose to customise the ‘Range' - this will give you a traffic light system to see if you are hitting your metrics.

    5. You can also customise the name of the component to be different from the report name by scrolling down and changing the ‘Title’. (For example ‘# of Calls Offered’)

  3. Average handle time

    1. Build this report: Average Inbound Handle Time Per Agent

      1. You could customise this report to be just for call queue call or all calls an agent handles (including outbound calls).

    2. Add a new dashboard component and select the numerical icon.

    3. Make sure the ‘Measure’ = Average Handle Time

    4. You can choose to customise the ‘Range' - this will give you a traffic light system to see if you are hitting your metrics.

    5. You can also customise the name of the component to be different from the report name by scrolling down and changing the ‘Title’.

  4. Average talk time

    1. Build this report: Average Inbound Talk Time Per Agent

      1. You could also use the report from number 3 instead of having to build another report as long as you have added Time Talking.

      2. As with above, you could customise this report to be just for call queue call or all calls an agent handles (including outbound calls).

    2. Add a new dashboard component and select the numerical icon.

    3. Make sure the ‘Measure’ = Average Time Talking

    4. You can choose to customise the ‘Range' - this will give you a traffic light system to see if you are hitting your metrics.

    5. You can also customise the name of the component to be different from the report name by scrolling down and changing the ‘Title’

  5. Average Wrap-Up Time / After Conversation Work Time

    1. If you are using Freedom with Natterbox, use the report from number 3 instead of building a new report and make sure you have added Wrap-Up Duration.

    2. If you are using SCV with Natterbox, you will need to use the ‘Agent Work’ object. As this is a different object, it won’t work with any dashboard filters you add.

    3. Add a new dashboard component and select the numerical icon.

    4. Make sure the ‘Measure’ = Average Wrap-Up Duration

    5. You can choose to customise the ‘Range' - this will give you a traffic light system to see if you are hitting your metrics.

    6. You can also customise the name of the component to be different from the report name by scrolling down and changing the ‘Title’. (For example ‘Average Wrap-Up Time’)

  6. Average Hold Time

    1. Build this report: Average Inbound Hold Time Per Agent

    2. Add a new dashboard component and select the numerical icon.

    3. Make sure the ‘Measure’ = Average To Used On Hold Seconds

    4. You can choose to customise the ‘Range' - this will give you a traffic light system to see if you are hitting your metrics.

    5. You can also customise the name of the component to be different from the report name by scrolling down and changing the ‘Title’. (For example ‘Average Hold Time’)

  7. % SLA (Service Level Adherence)  

    1. Build this report: Simple SLA%

    2. Add a new dashboard component and select the chart icon (vertical or horizontal is your choice).

    3. Make sure the ‘X-Axis’ = SLA? (the bucket field on From Call Queue Last Wait Seconds) and ‘Y-Axis’ = SLA % (calculation summary formula field)

    4. You can also customise the name of the component to be different from the report name by scrolling down and changing the ‘Title’.

  8. % Abandoned vs Handled (answered calls vs hung up calls)

    1. Build this report: % Abandoned vs Handled (Simple)

      1. You can customise the way that handled and abandoned are categorised on that report by changing the bucket field, for example: do you categorise a callback request as a handled or abandoned call?

    2. Add a new dashboard component and select the chart icon (vertical or horizontal is your choice).

    3. Make sure the ‘X-Axis’ = Handled vs Abandoned (the bucket field on From Call Queue Last Disposition) and ‘Y-Axis’ = % Abandoned / Handled (calculation summary formula field)

    4. You can also customise the name of the component to be different from the report name by scrolling down and changing the ‘Title’.

Dashboard Filters

Adding dashboard filters allows you to use 1 dashboard for different teams, skills, time frames, etc… Here is how to add a dashboard filter and some ideas of filters that might work for the dashboard components above.

Please note: dashboard filters only work on components with the same object. This means you need to use the same report type or report types with a common object. For example, Call Reporting could be used with Call Reporting with Requested Skills and Skills or Phone Events with To Call Reporting record

How to add a dashboard filter:

  1. Edit your dashboard and then select ‘+ Filter’ at the top.

  2. Enter a field name, for example: Conversation Start Time

  3. Display name = Time

  4. Values (choose relative):

    1. TODAY

    2. THIS WEEK

    3. THIS MONTH

    4. See here for all the relative values Salesforce supports.


Other filter ideas (you can have multiple on the same dashboard):

  • Skill

  • Switchboard

  • User Names (for a small team)

  • Department / Team / Role

Example Image

Once you have created all those components and added a filter, you will have a dashboard that looks something like this:

Contact center dashboard displaying key performance metrics and statistics for analysis.