Understanding the ICTContact Dashboard

The dashboard is the first screen you see after logging in as Admin. It gives you a real-time overview of your contact center’s performance — all in one place.

ICTContact Admin Dashboard showing real-time call statistics and agent overview — ICTContact Admin Dashboard — real-time contact center statistics

Dashboard Metric Cards

The top section shows 9 live metric cards. Here’s what each one means:

Metric	What It Shows	Why It Matters
Total Calls	All calls handled today	Measures overall call volume
AVG Handle Time (AHT)	Average time per call including talk + wrap-up	Key efficiency metric — target under 6 minutes for most contact centers
Occupancy	% of time agents are actively on calls vs available	70-85% is healthy; above 90% leads to agent burnout
Abandon Calls	Calls where the caller hung up before reaching an agent	High abandon rate means queue times are too long
Conversion	Average time to convert a contact	Tracks sales/campaign effectiveness
Calls in Queue	Callers currently waiting for an agent	Should stay near 0 — spikes mean you’re understaffed
Longest Wait	Longest wait time in the current queue	If above your SLA threshold, add agents or adjust routing
Active Calls	Calls happening right now	Real-time load indicator
Agents Available	Logged-in agents ready to take calls (e.g. 1/4)	Ratio of available vs total agents

Call Statistics Chart

Below the metric cards, the Call Statistics chart shows call volume trends. Use the Day / Week / Month toggle to change the time range. This helps you spot peak hours and plan staffing.

Top Agents Table

Shows your highest-performing agents ranked by calls handled. Columns include Name, Calls Handled, Talk Time, and AHT. Use this for performance reviews and to identify coaching opportunities.

System Status & Server Status

The System Status panel shows:

Total Logged-in Users — active admin/user sessions
Total Active Campaigns — campaigns currently running
Total Active Channels — simultaneous calls in progress

The Server Status panel confirms that MySQL, Apache, and Asterisk are all running. If any show as “Stopped”, contact your system administrator immediately.

Live Agent Statistics

At the bottom of the dashboard, the Live Agent Statistics table shows every logged-in agent with their current status (Free, On Call, On Break), talk time, occupancy, and break reason. Click any row to drill into that agent’s full statistics.

Recent Calls History

The Recent Calls History widget shows the last 3 calls with contact name, phone number, agent, elapsed time since the call, and the disposition. Click “View All” to open the full call history.

Node Statistics

Shows CPU, memory, and disk usage for each server node. If CPU or memory usage is consistently above 80%, contact your hosting provider to scale up resources.

Dashboard Guide