A call center dashboard can show dozens of numbers. The ones that matter answer a short list of questions: did we pick up, who is still waiting for a call back, when are we short-handed, and where did the call come from. We build call center KPI dashboards around those questions, from your phone system and CRM.
900+ integrations completed · Salesforce partner · We sign BAAs
How a call center KPI dashboard is fed
The phone system or call tracker records each call with its source, agent, location and outcome
Leads, callbacks and outcomes from Salesforce, Zoho CRM or the CRM you use
The KPIs managers act on, refreshed every five minutes, with call data stored for long-range trends
A call center KPI dashboard turns call data into decisions. The phone system or call tracker, such as CallTrackingMetrics or CallRail, knows every call. The CRM, such as Salesforce or Zoho CRM, knows what happened next. A good call center metrics dashboard puts both on one screen.
Every metric on it should answer a question someone acts on. If nobody changes what they do when a number moves, it does not belong on the dashboard. Read answered vs missed as a share, not a count: twice the calls with the same number missed is better, not worse.
We build these dashboards with our sister company TrussCharts (trusscharts.com). They run outside the phone system and the CRM, read both through their APIs, and store the call data, so a trend over a long stretch is as easy to read as today.
What's included
Calls in, answered and missed, with the miss rate next to the totals so the trend is clear.
A heatmap of calls and missed calls by hour of the day and day of the week. Dark missed-call cells show where staffing falls short; a cluster at lunch or shift change points to a handoff problem.
Each missed call listed with the caller, the time and the source, until someone calls back.
The gap between the missed call and the first outbound call to that number. A short list with a long callback time is still a problem.
Answered, missed and outbound calls for each location and each agent, side by side.
Calls from after the team goes home on their own list, ready for the morning, and counted by day.
Callbacks to missed calls and follow-up calls on open leads, by agent, next to the missed calls they were meant to close.
Calls by source, paired with CRM outcomes, so the dashboard shows which channels turn into customers or admissions.
Call data stored outside the phone system, so month over month and longer comparisons work.
Near-instant alerts, so the team does not wait for the next refresh to act.
The real thing
We work with TrussCharts (trusscharts.com), our sister company, to build dashboards on the data we connect. Client names and locations are replaced.
A plain-English headline before any numbers. Inbound, outbound, SMS, and totals grouped by colour. Every card compared with yesterday. (client dashboard, names replaced)
Green under 10%, red at 40% and up. The worst hour named at the top. Hours with fewer than 5 calls are greyed out. (client dashboard, names replaced)
Missed calls and % missed per agent. Outbound calls next to inbound. Talk time for every agent. (client dashboard, names replaced)
Total, answered, missed, and outbound columns. Miss % for every location. Click any column to sort. (client dashboard, names replaced)
The full call center dashboard, live calls to admissions
Calls, queues and missed calls, with the native Salesforce integration set up and extended
Native Salesforce integration set up and extended, so calls land with their source
Numbers, routing and call logging behind the KPIs
CRM data in Google Sheets, BigQuery and Looker Studio
Our sister company, which builds the custom call center dashboard
Book a free call. We look at your phone system and CRM data, and sketch the call center KPI dashboard your managers would act on.
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How it works
We look at your phone system, your CRM and the questions your managers ask every day.
Priced by project, not by the hour. You approve before we start.
Calls pulled from the phone system API, matched to CRM records, and stored so long-range trends work.
The dashboard built with TrussCharts, checked against the phone system, then handed over with training.
Working with us
US and overnight hours
Our teams cover all hours, so work keeps moving after your day ends.
AI agents in the workflow
We use AI agents in development and content creation, on a HIPAA-compliant Claude Enterprise license, so builds move faster.
900+ integrations completed
We have done this before, and it shows in how we plan and test.
Free call first
Honest advice before any work starts, even if you never hire us.
Answered vs missed calls, then the miss rate by hour and day, missed calls waiting for a callback, time to callback, calls by agent and location, after-hours calls, outbound follow-up and call source.
From your phone system or call tracker and your CRM, read through their APIs. The dashboard is built outside both, so it can combine them.
Yes. Call data is stored outside the phone system, so long-range trends work.
The whole dashboard refreshes every five minutes, and there is a refresh button. Missed-call alerts and the CallTrackingMetrics live calls-in-queue widget are near instant.
No. We build on Salesforce, Zoho CRM or another CRM whose API allows it.
Yes. We sign BAAs for healthcare work.
By project, not by the hour. The first call is free, and you get a project quote after it.
