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.
Live BPO Agent State
Ready, Not Ready, On Call, Idle. Minute by minute. Same signal you have for your onshore team.
Shift Coverage vs Contract
What hours did they staff vs what they are contractually required to staff. Catch coverage gaps the day they happen.
Side by Side With US Team
Answer rate, handle time, conversion. Objective comparison against your onshore floor.
Missed Calls on BPO Shifts
Which calls were missed during BPO coverage windows. Tag them, track them, hold the vendor accountable.
Quality Flags
Short-duration call patterns, back-to-back hangups, repeated no-answer sequences. Early warning of a bad shift.
Vendor Scorecard Export
Monthly PDF you can hand to your BPO account manager without copy-pasting from six spreadsheets.
BPO call team 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 the state changes for each agent 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
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
What you can see about a BPO team, day by day
KPIs per agent
Calls answered, calls missed and percent missed, outbound calls, and talk time for every BPO agent.
Missed calls and callbacks
Which calls were missed on the vendor shifts, and whether each caller got a call back.
Abandons on their watch
Pre-queue and in-queue abandons during BPO coverage hours.
History you own
We store the activity in a database, so you have your own record and are not relying on the vendor report.
From phone system access to live BPO reporting
1. Discovery call
We map your phone system, your teams and locations, 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, and missed call alerts are near instant. We monitor it and add views as you grow.
Common questions
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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.