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Quality & performance

Call centre dashboards, wallboards and reporting software

Finding out about yesterday's service level problems tomorrow? Compare real-time dashboards, wallboards and reporting software for contact centres.

Each supplier shows what they specialise in, from wallboards to analytics that combine data from every system.

See 12 suppliers Read the buyer's guide

Filter suppliers

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12 suppliers

Suppliers with a paid listing appear first. How suppliers are ordered

  1. Call Journey

    • Conversation & speech analytics
    • Reporting & analytics

    Also offers Customer insights & research

    Unclaimed profile

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  2. Call Miner

    • Conversation & speech analytics
    • Reporting & analytics

    Unclaimed profile

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  3. Delacon

    • Reporting & analytics

    Unclaimed profile

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  4. Geckoboard

    • Reporting & analytics

    Unclaimed profile

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  5. InQuba

    • Reporting & analytics

    Unclaimed profile

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  6. IR Prognosis

    • Reporting & analytics

    Unclaimed profile

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  7. Manage Smart

    • Reporting & analytics

    Also offers CX consulting · Recruitment & training

    Unclaimed profile

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  8. MaritzCX

    • Reporting & analytics

    Also offers Customer insights & research

    Unclaimed profile

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  9. NICE

    • Conversation & speech analytics
    • Recording & compliance
    • Reporting & analytics

    Also offers Workforce management

    Unclaimed profile

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  10. Omnilead

    • Reporting & analytics

    Unclaimed profile

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  11. Tableau

    • Reporting & analytics

    Unclaimed profile

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  12. Veridian Solutions

    • Conversation & speech analytics
    • Reporting & analytics

    Also offers Workforce management · Contact centre technology

    Unclaimed profile

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Buyer's guide

Choosing reporting software? What to know before you buy

Real-time

What should real-time dashboards and wallboards show each role?

  • Agents: their own status, contacts handled and progress against personal targets.
  • Team leaders: every agent's live status and adherence, so they can step in when needed.
  • Contact centre managers: queues, service level, abandonment and staffing against plan.
  • Wallboards: a few shared numbers for the whole team, on screens in the contact centre or on home workers' desktops.
  • Senior leaders: a simple health check of service, satisfaction and cost.

Show only what someone would act on. If a number changing wouldn't change what they do, leave it off the real-time view.

Historical

What does historical reporting add?

  • Trends: volumes, handle times and service by interval, day and season.
  • KPI and SLA tracking against targets and contracts.
  • Agent and team performance for coaching and reviews.
  • Joined-up data: combining telephony, CRM, WFM, quality and survey data in one view.

Want to analyse what customers actually say? See conversation and speech analytics.

Built-in or separate

Is your platform's reporting enough?

Most contact centre platforms include standard dashboards and reports. Separate reporting tools make sense when you need data from several systems in one place, more flexible dashboards, or reporting across several sites or providers.

How to choose

How do you choose call centre reporting software?

  1. Agree your definitions

    Service level, abandonment and handle time must be calculated the same way everywhere.

  2. List your data sources

    Telephony, digital channels, CRM, WFM, quality and surveys.

  3. Design for each role

    Ask to see agent, team leader and manager views with your data.

  4. Check for home workers

    Wallboards and alerts should reach people outside the office.

  5. Check who maintains it

    Can your team change dashboards, or does every change need the supplier?

FAQs

Reporting and dashboards FAQs

What is a call centre wallboard?

A large shared display, or desktop view for home workers, showing live numbers such as calls waiting, service level and agents available.

What's the difference between real-time and historical reporting?

Real-time dashboards show what's happening now so people can act. Historical reports show trends and performance over time for planning and review.

Which metrics should a contact centre dashboard show?

Only those someone would act on: typically queue size, service level, abandonment, agent status and adherence.

How are suppliers ordered on this page?

Suppliers with a paid listing appear first, followed by everyone else. Our page on how suppliers are ordered explains the detail.

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