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With Freshcaller's live dashboard, you get daily real-time updates of your call center. At a glance, you can view all ongoing activities in your account.


The KPI widget in the live dashboard allows you to view and monitor the most important call center performance indicators, such as the total missed calls, abandoned calls, incoming and outgoing calls, etc. You can view this data for all the queues/teams in your account or select a specific queue.


User Requirements: Supervisors, admins, and account admins can access the live dashboard.

Note: Additionally, the live dashboard access can be extended to agents on request.


As an admin, you can take quick actions with the help of these metrics. For example, if you have too many abandoned calls, you can immediately check the abandonment reason and fix the problem.


How to access the KPI widget?

  1. Go to the live dashboard. By default, the live dashboard displays the current day's data for all queues in your account. If you want to view the data for a specific queue, select the queue using the filter options. You can also choose to view the data for the last hour.
  2. The widget gives you the following metrics:
    • Total calls: The total number of incoming and outgoing calls received or dialed today or in the last hour in the selected queue.
    • Incoming: The total number of incoming answered today or in the last hour in the selected queue.
    • Outgoing: The total number of outgoing calls made today or in the last hour in the selected queue.
    • Total missed: The total number of missed calls today or in the last hour in the selected queue.
    • Incoming: The total number of incoming calls missed today or in the last hour in the selected queue.
    • Outgoing: The total number of outgoing calls missed today or in the last hour in the selected queue.
    • Abandoned calls: The total number of calls abandoned today or in the last hour in the selected queue. For more details, see Viewing Abandoned Call Metrics.
    • Voicemails: Total number of voicemails received today or in the least hour in the selected queue.
  3. Click on each metric to view more details in the Call Metrics section. For example, if you click on the abandoned metrics, the Call Metrics section opens with Call Type filtered as Abandoned.
    For deeper insight, you can export the data to exactly see the abandonment type/reason.