Who are the key users of the Diabolocom Statistics Dashboard?

The statistics dashboard is designed for a wide range of roles: Supervisors who need real-time insights to monitor agent performance, react to peaks, and coach in the moment. Contact center managers and directors who rely on long-term data to track trends, optimize resources, and drive strategic decisions. Agents who benefit from wallboards displaying live call center metrics , fostering awareness and motivating performance.

What kind of long-term insights can I get from Diabolocom statistics?

Our statistics dashboard provides historical reporting that helps you understand customer behavior over time: When do customers contact you most often? What are the recurring questions? How are service levels evolving week after week? These long-term insights allow supervisors and directors to create custom dashboards across chosen periods, helping to refine processes and anticipate future needs.

How do wallboards help in day-to-day contact center operations?

Wallboards display key figures such as queue lengths, wait times, or service levels in real time. These are typically shown on screens across the contact center floor to: Keep agents aware of current activity Enable supervisors to act quickly Motivate teams through transparency With customizable alerts , you’ll always know when action is needed to keep performance on track.

Can I export or customize my contact center statistics?

Yes. You can: Use ready-to-go reports built into the platform Export raw data to your Business Intelligence (BI) tools Schedule automatic delivery of reports to stakeholders. Coming soon: the ability to customize reports directly within the Diabolocom interface, offering more flexibility and control.

How does Diabolocom help improve call center metrics overall?

By combining: Live insights for instant decisions and coaching Wallboards for real-time visibility and motivation In-depth reports for strategic planning Diabolocom empowers every level of your organization to monitor and improve call center metrics . Whether you’re on the floor or in the boardroom, the right key statistics are always at your fingertips.

Key Statistics for Smarter Decisions

Q: What are key statistics in a contact center, and why do they matter?

Key statistics —also known as key figures or key stats —are essential metrics that reflect your contact center’s performance . These include data points such as average waiting time, abandonment rate, first-call resolution, agent occupancy, and customer satisfaction. By monitoring these statistics, you gain the insights needed to make smarter decisions , boost productivity, and enhance the customer experience.

Q: How can real-time statistics help improve call center metrics?

Real-time key statistics enable supervisors to act instantly. With features like screen sharing, live call listening, and whisper coaching, supervisors can support agents at the right moment. Alerts and wallboards also ensure that when metrics exceed thresholds, the right people are notified immediately. This leads to: Faster resolution of customer issues Reduced wait times Improved agent responsiveness

Discover the key statistics that drive better decision-making. From call performance to customer interactions, explore the key figures that help optimize your contact center’s efficiency.

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Call center agent with a computer, in a call, looking at the contact list.

Live insights for supervisors

Stay in control of your contact center with real-time key stats. Monitor call center metrics like waiting times and react instantly when needed. For training and quality assurance, supervisors can connect to live calls, provide guidance through whispers or messages, view an agent’s screen, or take action if necessary. These features are fully customizable to match your strategy.

A smiling support agent wearing headphones sits at a laptop while a colleague points at the screen. On the left, floating icons for chat, email, and voice calls represent communication tools.

Wallboards for real-time visibility

Keep your team informed and ready to act with real-time wallboards. Monitor essential call center metrics—queue status, waiting times, service levels—to detect issues instantly. Customize wallboards to highlight key statistics, setting alerts when values exceed thresholds for better visibility. Ensure smooth operations with clear, actionable insights.

A focused support agent with glasses and a headset works on a laptop. A floating window shows a performance chart with a red warning icon, indicating a potential issue.

In-depth reports & BI integration

Gain valuable insights into customer behavior with long-term key stats. Understand when and why customers reach out, track trends over time, and optimize your operations accordingly. Use pre-built reports or export data to your BI tool for deeper analysis. Automate report distribution by scheduling recurring deliveries to the right people at the right time. And soon, you’ll have the flexibility to customize reports directly within our interface.

A support agent with purple hair and headphones works at her laptop. A graphical dashboard with performance stats and a 75% progress circle is displayed beside her.

Three icons representing communication channels: a speech bubble for chat, a headset for voice calls, and an envelope for email. All are shown on a light blue background.

Direct Interaction

Connect to live calls, whisper guidance, send messages, view agent screens, or take action when needed.

A red triangular warning icon displayed above a line chart, indicating a system alert related to a performance drop.

Custom Alerts & Highlights

Automatically highlight key figures when KPIs exceed thresholds for better visibility.

A stylized dashboard interface showing various UI elements, including charts, performance bars, and time indicators.

Customer Behavior Insights

Track long-term call center metrics, peak contact times, and common inquiries via your statistics dashboard.

Immediate results for companies that chose Diabolocom

+50%

Productivity

+40%

Conversion rate

+10%

Quality of service

"Real-time indicators built into Diabolocom’s solution give supervisors a complete view of team performance"

François-Xavier Schepereel

FAQ

Key statistics—also known as key figures or key stats—are essential metrics that reflect your contact center’s performance. These include data points such as average waiting time, abandonment rate, first-call resolution, agent occupancy, and customer satisfaction. By monitoring these statistics, you gain the insights needed to make smarter decisions, boost productivity, and enhance the customer experience.

The statistics dashboard is designed for a wide range of roles:

Supervisors who need real-time insights to monitor agent performance, react to peaks, and coach in the moment.
Contact center managers and directors who rely on long-term data to track trends, optimize resources, and drive strategic decisions.

Agents who benefit from wallboards displaying live call center metrics, fostering awareness and motivating performance.

Real-time key statistics enable supervisors to act instantly. With features like screen sharing, live call listening, and whisper coaching, supervisors can support agents at the right moment. Alerts and wallboards also ensure that when metrics exceed thresholds, the right people are notified immediately. This leads to:

Faster resolution of customer issues
Reduced wait times
Improved agent responsiveness

Our statistics dashboard provides historical reporting that helps you understand customer behavior over time:

When do customers contact you most often?
What are the recurring questions?
How are service levels evolving week after week?

These long-term insights allow supervisors and directors to create custom dashboards across chosen periods, helping to refine processes and anticipate future needs.

Wallboards display key figures such as queue lengths, wait times, or service levels in real time. These are typically shown on screens across the contact center floor to:

Keep agents aware of current activity
Enable supervisors to act quickly
Motivate teams through transparency

With customizable alerts, you’ll always know when action is needed to keep performance on track.

Yes. You can:

Use ready-to-go reports built into the platform
Export raw data to your Business Intelligence (BI) tools
Schedule automatic delivery of reports to stakeholders.

Coming soon: the ability to customize reports directly within the Diabolocom interface, offering more flexibility and control.

By combining:

Live insights for instant decisions and coaching
Wallboards for real-time visibility and motivation
In-depth reports for strategic planning Diabolocom empowers every level of your organization to monitor and improve call center metrics.

Whether you’re on the floor or in the boardroom, the right key statistics are always at your fingertips.