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VONAGE
Contact Center Dashboard
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Per-Agent Breakdown Resets Monday at 12:01 AM
Agent Handled Avg Handle Time Total Duration Abandoned Last Activity
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Daily Volume (Mon – Today) ? Connected — an agent answered and spoke with the caller (or an outbound call connected).
Voicemail — the caller left a message instead of reaching an agent.
Abandoned — the caller hung up in the menu or while waiting in queue, before reaching an agent. Arizona time
Inbound vs Outbound
Top Agents This Week Resets Monday at 12:01 AM
Agent Handled Abandoned Avg Handle Volume
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Interaction Log ? Connected — an agent answered and spoke with the caller (or an outbound call connected).
Voicemail — the caller left a message instead of reaching an agent.
Abandoned — the caller hung up before reaching an agent:
  • in bot — gave up in the automated menu / IVR, before joining a queue.
  • in queue — made it past the menu but hung up while waiting on hold for an agent. Arizona time · most recent first
Time Agent Direction Duration Outcome
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Per-Agent SMS Salesforce SMS-Magic · Mon → now, Arizona time
Agent Sent Received Total
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SMS Log today · Arizona time · most recent first
Time Agent Direction Message
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Refresh Interval
Interactions, Daily Stats & SMS refresh every 15 minutes.
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About
Data source: Vonage Contact Center API
Access: Okta SSO (OIDC + PKCE); API validates the access token
Backend auth: OAuth 2.0 client credentials (bearer token per scope)
Scopes: agents-availability:read, interactions:read, stats, users:read
Hosted: Azure Static Web Apps