We build Genesys call center dashboards from the Genesys API and your CRM. When Genesys exposes the data, managers see calls, missed calls, callbacks, queues and agents on one screen, next to what happened in Salesforce, Zoho CRM or the CRM you use.
900+ integrations completed · Salesforce partner · We sign BAAs
How the Genesys dashboard is fed
Calls, queues and agent activity, as far as the Genesys API exposes them
Leads, callbacks and outcomes from Salesforce, Zoho CRM or the CRM you use
Calls, missed calls, agents and trends, refreshed every five minutes
Genesys runs the calls. Your CRM knows who the callers are and what happened next. A Genesys call center dashboard puts both on one screen, built outside the phone system so it can combine them and keep the call data for long-range trends.
What the dashboard shows depends on what the Genesys API exposes for your account. Where it exposes calls, queues and agent activity, the dashboard shows missed calls and callbacks, agent KPIs and heatmaps. Not Ready reason codes show when Genesys exposes them. We confirm what is available on the free call.
A call center journey dashboard follows the caller, not the call: first call, repeat calls, missed calls, callbacks and the CRM stage, in order. With the five hidden tracking fields on every form, chat and call, the journey starts at the landing page and referring domain.
The dashboards are built with our sister company TrussCharts (trusscharts.com). The whole dashboard refreshes every five minutes, with a refresh button, and missed-call alerts are near instant.
What's included
Calls in, answered and missed, with the miss rate, from the call data the API exposes.
Missed calls matched to the CRM and broken out by new, repeat and qualified callers.
Pre-queue vs in-queue abandons, when the API exposes queue data.
Missed calls routed to people or groups per location or rep, with near-instant alerts.
Voicemails with the phone system's AI summary, where it provides one, to email, Teams or the dashboard.
Per-agent KPIs, idle streaks, supervisor alert rules and shift attendance vs schedule.
Why agents are not ready, when Genesys exposes the codes.
Calls and missed calls by hour and day, for staffing.
Each caller's calls, callbacks and CRM stage in order, from the first touch.
First and last click landing page and referring domain, from the five hidden tracking fields.
A call center TV wallboard with a leaderboard and rotating views.
Call data stored outside the phone system, so long-range trends work.
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.
Total calls and missed calls on one chart. The percent missed on its own scale. One point per day. (client dashboard, names replaced)
All 24 hours, every day of the week. Overnight gaps show at a glance.
Answered, missed, and outbound for every location. Long red bars stand out at a glance. Sorted by total calls. (client dashboard, names replaced)
Genesys calls logged in Salesforce
Genesys calls logged in Zoho CRM
The full call center dashboard
Per-agent KPIs, idle streaks and attendance
The callback queue, broken out
Our sister company's custom call center dashboard
Book a free call. We look at your Genesys account and CRM, and sketch the journey dashboard your managers would use.
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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.
When the Genesys API exposes the data: calls and the miss rate, missed calls and the callback queue, abandons, agent KPIs, heatmaps by hour and day, and CRM outcomes next to the calls.
Yes, when Genesys exposes them through its API. We confirm what your account exposes on the free call.
A view that follows each caller across calls, callbacks and CRM stages, instead of counting calls one by one.
No. We build on Salesforce, Zoho CRM or another CRM whose API allows it.
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.
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.
