Make Call Center Metrics Personal
Personal Dashboards are like Admin Dashboards, but customized to help keep team members informed and on track. The Personal Dashboard is designed to give individual users real-time insights into call activity, queue performance, and key metrics. Administrators are responsible for configuring these dashboards, managing user permissions, and ensuring that dashboards are assigned to the appropriate workspaces. Navigate to the Personal Dashboard through the VirtualPBX Web Phone under the Personal Dashboard tab on the left.
From active calls and call times to service performance and voicemail information, four tile types can help you customize the view to exactly what you need.
Multi-Stat List
Displays up to four live analytics KPIs.
Single Tiles
Shows individual key metrics for a focused view.
Circular Gauges
Provides a visual percentage-based representation of performance.
Multi-Stat Cycle
Rotates through multiple KPIs within a single tile.
Ready to begin configuring new Personal Dashboards for your team? Get started here.
What could Personal Dashboards mean for your team?
Get real-time insights into queue performance on demand, including expansive KPI filtering options for display within the queue grid.
Track follow-up calls without a second thought, and help agents stay on top of customer interactions by ensuring timely callbacks with the unreturned call grid.
Notice trends in call activity for better daily workflows, task completion, and planning.
Never forget to return a call. With automatic activity logs, forgotten calls are a thing of the past.
Frequently Asked Questions
Navigate to User Management > Client Profiles, select the profile, and ensure the user is added under the Users tab.
Verify that Allow Personal Dashboard on Web Phone is enabled for their role and that they are assigned to a client profile with dashboard access.
Absolutely. Admins can create separate dashboards within different workspaces, each tailored to the team’s specific needs.
The Active Calls and Agent Status tiles support live analytics, while other tiles display historical data.
The tiles are shown in the Dashboard section of the Web Phone and are embedded at the bottom of every screen for continuous visibility.
Keep Tabs on Call Center Occupancy Rates
What is Occupancy In a Call Center?
Occupancy rate is a key call center KPI metric that measures the percentage of time agents spend on customer interactions—calls, hold time, and after-call work—versus their total logged-in time. It excludes breaks, training, and meetings. High occupancy can signal burnout, poor service levels, and low employee satisfaction, while low rates may point to underused resources or the need for rebalancing. According to standard call center metrics, an ideal occupancy rate ranges from 70–90%, with smaller centers typically targeting 80–85%.
Calculate Your Occupancy Rate Now
Occupancy rate percentage is the total handling time divided by the total available or logged-in time multiplied by 100.
In Contact Center, quickly view the occupancy rate of any agent in the Agent Summary.
How Can Occupancy Rates Guide Your Call Center Metrics?
Balance staffing to avoid burnout and boredom with one, simple tool.
Adjust shifts and breaks around peak and off-peak hours.
Track overall team health and maintain strong employee engagement by maintaining the right balance for your team and industry while reducing turnover and preserving culture.
Use trends to spot inefficiencies, process gaps, and underutilized resources across teams and time blocks.
Both Personal Dashboards and Occupancy Rates are available immediately as part of the VirtualPBX Contact Center feature suite, with no additional cost to current customers on applicable plans.
