Overview
The Dashboard in Intellicon is an essential part of the contact center system. It provides a centralized interface to view key operational metrics related to agents, queues, calls, and overall system performance. These dashboards help supervisors and admins monitor real-time activity and make informed decisions based on live data.
What Is the Dashboard?
The dashboard displays real-time statistics such as:
- Active and idle agents
- Ongoing and waiting calls
- Queue lengths and durations
- SLA status
- Average response times
It serves as a monitoring tool for the live operational state of the contact center.
Custom Dashboards
Custom dashboards that can be created by admins. They offer flexibility to select:
- Specific metrics
- Widgets
- Layouts
- Queues
These dashboards are suitable for use-case-driven insights.
Who Can Use It?
Dashboard access in Intellicon is group-based and is managed through the settings. By default:
- Only users with admin roles can view dashboards.
- Access can be controlled by assigning users to specific groups with dashboard permissions.
For more details on managing user access and permissions, please visit the Admin Settings documentation page.
Dashboards offer real-time visibility, allowing contact center admins to keep track of operational performance at a glance, customize what they need to see, and ensure smooth monitoring across different teams and use cases.