> For the complete documentation index, see [llms.txt](https://atlas.anywhere.now/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://atlas.anywhere.now/use/monitor-and-report/dialogue-workspace/overview.md).

# Monitor contact center performance in Dialogue Workspace

Monitor real-time contact center performance from the Dialogue Workspace Overview page.

The **Overview** page provides a real-time snapshot of contact center performance for supervisors. Use it to identify rising wait times, low service levels, and current agent presence.

Use the **Contact centers** selector to switch between one contact center and **All** contact centers.

![Dialogue Workspace overview](https://67037690-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FkDTnqL8OqnJFQgFg9eQ6%2Fuploads%2Fgit-blob-570b957b7c22694c2c5bd979cc23d45cc474a5a0%2Fdialogue-workspace-overview.png?alt=media)

## Agent presence metrics

Agent presence metrics show how many agents are currently in each presence state, such as:

* **Available**
* **Busy**
* **Away**
* **Offline**
* **Unknown**

## Total calls

**Total calls** shows the total number of calls in the current view, split into **Inbound** and **Outbound**.

## Calls waiting

The waiting metrics show the current queue situation:

* **Calls waiting**: Number of calls currently waiting.
* **Avg. waiting time**: Average wait time for calls today.
* **Longest waiting time**: Longest current wait time today.

## Service level

**Service level** shows the percentage of queued inbound dialogues answered within the service-level threshold, divided by queued inbound dialogues that were accepted or abandoned. If no threshold is available from the contact-center settings, Dialogue Workspace falls back to 20 seconds.

## Average speed of answer

**Average speed of answer** shows the average time it takes for calls to be answered. The card can also show how many calls were **Accepted** in the current view.

## Average abandon time

**Average abandon time** shows the average time callers waited before abandoning. The card can also show the number of **Abandoned** calls in the current view.

## First contact resolution

**First contact resolution** is answered inbound audio dialogues handled without transfer, divided by answered inbound audio dialogues.

## Call volume per hour

**Call volume per hour** shows call volume by hour. When available, the chart compares **Actual** and **Expected** volume.

## Tips

* Keep the page open to monitor real-time changes.
* Use this page to spot issues quickly, such as rising wait times or low service level.
* Open **Skills**, **Agents**, or **Dialogues** when you need more detail.


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