ProductsTalk
Contact Center
Live queue dashboard for CloudPLAY Talk supervisors and agents — metrics, agents, and live calls.
The Contact Center dashboard shows live queue performance. Open Contact Center from the menu or dashboard Quick Access when you have permission.
Agents who only answer calls should also read Call queues. This page focuses on the portal dashboard.
Filters
| Filter | Purpose |
|---|---|
| Filter by Center | One or more queues |
| Filter by Agent | Limit to selected agents |
| Filter by Date | Today, This Week, Past 7 / 30 Days, This Month, Last Month |
Use Select All / Apply on center and agent pickers when provided.
Metric tiles
| Tile | Meaning |
|---|---|
| Handled calls | Answered volume; inbound answered / outbound connected |
| Missed calls | Missed + voicemails |
| Missed call rate | Percentage; shortest / average / longest wait among misses |
| Service Level | Share of calls answered within the service target (often within 60 seconds of entering the queue) |
| Speed to answer | Average / shortest / longest answer time |
| Total minutes | Talk time; inbound / outbound split |
| Agents to callers ratio | Available agents vs callers in progress + queued; queue length |
Live Calls
Realtime table of callers in queue or connected:
| Column | Meaning |
|---|---|
| Customer | Caller identity |
| Joined | When they entered the queue |
| Status | In Queue / Answered |
| Agent | Who is handling the call |
Agents panel
| Control | Purpose |
|---|---|
| Show All | Every agent |
| Show Available | Hide Logged Out / On Break |
| Hide Selected | Temporarily hide checked rows |
| Column | Meaning |
|---|---|
| Agent | Name |
| Status | Available / On Break / Logged Out (and in-call states) |
| Last Change | When status last changed |
| Inbound Calls / Minutes | Period activity |
Supervisors with permission can change agent status from the dashboard. Always set On Break or Logged Out before leaving the desk.
Good habits
- Watch queue length and service level during peaks.
- Don’t leave agents Available when they are at lunch.
- Pair dashboard monitoring with Recorder / Call history for coaching.