New analytics tools empower agents and supervisors to optimize performance, staffing, and wellness in real time.
VirtualPBX, a leader in business communications solutions, announced the release of two powerful features for its Contact Center product: Personal Dashboards and Occupancy Rate analytics. These new capabilities deliver actionable insights designed to elevate agent performance, operational efficiency, and workforce wellness.
Occupancy Rate is one of the most important metrics in contact center management. It helps leaders make smarter staffing decisions, safeguard team wellness, and deliver better service to customers.”
— Linh England, Chief Product Officer
Real-Time Insights, Right Where Agents Work
The new Personal Dashboard, available directly in the Contact Center Web Phone, gives individual agents a live snapshot of their own performance. Built on the success of the supervisor-level Dashboards feature—used to monitor team activity and manage workforce performance—this new tool brings similar insights to the individual level. With personalized KPI tracking, call distribution visibility, and missed call management, agents are now equipped to stay aligned with team goals and proactive in their customer engagement.
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“We built Personal Dashboards to give every agent a command center for their own success,” said Linh England, Chief Product Officer. “By putting real-time metrics where they’re already working—in the Web Phone—we’re helping frontline teams stay informed and in control.”
Key dashboard features include:
– Custom Tiles – Track personal call metrics and KPIs in real time
– Queue Grid – Monitor live queue activity and optimize call handling
– Unreturned Call Grid – Stay on top of follow-ups with a list of missed or unanswered calls
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Occupancy Rate: Smarter Staffing, Healthier Teams
Also launching today, the Occupancy Rate metric gives supervisors a clearer view into how agent time is spent—working versus waiting. By helping teams balance workloads and prevent burnout, Occupancy Rate adds a vital layer of intelligence to call center staffing and scheduling decisions.
Defined as the percentage of time agents spend actively engaged (on calls or tasks) relative to their total time on duty, the metric helps identify whether teams are underutilized, well-balanced, or stretched too thin.
