Standard modules on this dashboard
Every build is custom. These are the modules we ship most often for this use case. Mix and match, add new ones, drop what you don't need.
Ready Time vs On Call Time
Per agent, per shift. Spot the ratio that is suspicious before the pattern becomes a problem.
Idle Streaks
How long an agent stayed Ready without a call. Sorted longest-first so the obvious outliers float up.
Not Ready Reasons
Available on phone systems that provide Not Ready reason codes, and we can add it where they do. See which codes each agent uses most: lunch, break, coaching, system.
Per-Shift Trend
Idle time by day of week and hour. Spot structural issues (bad scheduling) vs individual issues (bad agent).
Side by Side With Peers
Each agent compared against their team average. Objective, not opinion.
Alert Rules
Define thresholds — alert the supervisor when an agent is Ready for 30 minutes without a call, or when a team average dips below a floor.
Agent performance reporting examples
Screens from dashboards we have built on CallTrackingMetrics. Agent names have been replaced.
Who is ready, on a call, or away
Agent activity: who is Ready, On Call, or Not Ready right now, with each agent’s state changes over the last hour. Agent names and activity are illustrative.
- Live counts of active and not-ready agents
- A timeline of every state change per agent
- Event counts show who has been busy
Who is taking the calls
Calls by agent: answered, missed, and outbound. Calls nobody picked up are grouped as (no agent).
- Answered, missed, and outbound per agent
- Calls that never reached an agent get their own row
- Busiest agents at the top
Each agent’s numbers in one table
KPIs per agent: total calls, answered, missed, percent missed, outbound, and talk time.
- Missed calls and % missed per agent
- Outbound calls next to inbound
- Talk time for every agent
Call us. Watch yourself appear in queue.
A live piece of what we build. Dial the number and your call shows up here within 6 seconds. Mount it on a TV in your call center and you have an operations screen your floor and leadership share.
- — The live widget polls your call system every 6 seconds
- — Caller numbers are masked to the last 4 digits
- — Perfect for a wall-mounted TV in the call center
- — Pair it with any of our standard dashboards
KPIs per agent
The same handful of numbers for every agent, so a conversation about performance starts from facts.
Calls answered
Inbound calls each agent picked up, by day and by shift.
Calls missed and percent missed
Calls that rang an agent and went unanswered, as a count and as a share of their inbound calls.
Outbound calls
Including the callbacks each agent made to missed callers.
Talk time
Total time on calls for the period.
Ready vs. Not Ready time
How much of the shift each agent was available. This view depends on agent state, which CallTrackingMetrics provides and CallRail does not.
Next to the team average
Every agent shown against their team, so one bad day does not look like a pattern and a real pattern does not hide.
From phone system access to live agent reporting
1. Discovery call
We map your phone system, your teams, and the questions nobody can answer today.
2. Scope + fixed quote
You get a fixed quote within 48 hours of the discovery call. No per-seat fees, and everything is month to month.
3. Build + review
We stand up your dashboard on a dedicated subdomain of trusscharts.com. You review and we iterate.
4. Launch + maintain
The dashboard refreshes every five minutes. We monitor it and add views as you grow.
Common questions
You might also want
Tell us your systems. Get a fixed quote in 48 hours.
We ask what you use, what nobody can answer today, and who needs to see the data. We come back with a fixed scope and quote within two business days of our discovery.