The Phone dashboard is designed for supervisors and phone ops teams who need real-time visibility into queue health — how many calls are waiting, whether agents are available, and whether SLAs are on track. It brings the same live monitoring you already have for chat and email to phone, so you can spot and fix problems before they become a backlog.
Navigate to Dashboard and click the Phone tab to get started. The dashboard auto-refreshes every 60 seconds and can be filtered by team using the All teams selector in the top right.
Note: The Phone dashboard requires the Can view the phone dashboard, including callers outside their conversation access permission. If you can't see the Phone tab in the Dashboard, ask your workspace admin to grant you this permission.
What does the Live tab show?
The Live tab of the Phone dashboard gives you a real-time view of your phone queues and agent status, updating automatically every 60 seconds.
To open the Phone dashboard, go to Inbox > Dashboard and select the Phone tab.
Summary metrics
The top of the Live tab shows a row of key real-time metrics:
In queue — number of calls currently waiting, with the longest wait time shown
Active calls — number of calls in progress, including Fin-handled calls
In wrap-up — number of teammates completing post-call tasks (such as adding notes or tags) after a call ends, with average wrap-up duration shown
Listening — number of calls being monitored (for QA and coaching)
Available agents — teammates currently available out of total eligible
Completed — calls completed in the last 24 hours
Abandoned — calls abandoned, shown as a percentage of inbound
Voicemail — voicemails received, with breakdown of abandoned and no-answer
Avg answer time — the average time between a call being placed and a teammate answering it, with the 95th percentile (P95) also shown. P95 is the answer time within which 95% of calls were answered — a useful indicator of worst-case wait times.
Callbacks pending — number of callbacks waiting, with oldest callback age
SLA compliance
The Phone dashboard's Live tab includes an SLA (Service Level Agreement) compliance tile, which measures the percentage of calls answered within your target speed of answer. The tile shows your rolling 30-minute compliance rate. When there are no calls in the last 30 minutes, the tile displays a dash.
How do I see agent availability?
The Phone dashboard's Live tab includes an agent availability bar showing the distribution of your teammates across the following statuses:
Available — ready to take calls
On a call — actively handling a call
Listening — monitoring a call
Wrap-up — in post-call wrap-up
Away — set to away
No device — phone device offline or not connected
Individual teammates are listed below the bar with their current status and duration. You can see who is listening in on calls for QA and coaching purposes.
How do I see which calls are active or waiting?
The Live tab shows two live call lists:
Calls active — calls currently in progress, showing the assigned teammate and team, call duration, and status (In progress)
Calls waiting — calls queued and waiting to be answered, showing wait time and routing status (In queue or Routing)
Team performance
The team performance table at the bottom of the Live tab shows a per-team breakdown including: calls in queue, active calls, calls completed, calls abandoned, voicemails, average answer time, and callbacks pending.
What does the Today tab show?
The Today tab of the Phone dashboard gives a full daily view of call activity, resetting at midnight each day.
Summary metrics
The top of the Today tab shows daily summary metrics:
Answered — total calls answered today, with answer rate shown
Missed — total calls missed, with breakdown of abandoned and voicemail
Total inbound — all inbound calls today
Outbound — outbound calls made today
Avg answer time — the average time between a call being placed and a teammate answering it today, with the 95th percentile (P95) also shown
Avg queue time — average time spent in queue, with max shown
Repeat callers — customers who've called more than once today
SLA compliance
The SLA compliance card on the Phone dashboard's Today tab shows the day's compliance as a percentage, with your SLA target, the number of calls that met it, and the number that missed it. SLA compliance resets at midnight each day.
Inbound call feed
The inbound call feed is a chronological log of all inbound calls today. For each call you can see the time, caller, outcome (Answered, Abandoned, Voicemail, or other), answer time, queue wait time, team, agent, and callback status. Click Load more to see earlier calls.
Speed of answer distribution
A histogram showing how quickly calls were answered today, broken into bands (0–10s, 10–20s, 20–30s, 30–60s, 1–5m, 5m+). The summary line below the chart shows how many calls were answered within your SLA target.
Abandonment curve
The abandonment curve on the Phone dashboard's Today tab shows how long customers waited before hanging up, broken into time bands (0–30s, 30s–1m, 1–2m, 2–5m, 5–10m, 10m+). Use this to identify at what point callers are most likely to give up and adjust staffing or queue messaging accordingly.
What does the Weekly tab show?
The Phone dashboard's Weekly tab shows 7-day trends, hourly heatmaps, and week-over-week comparisons to help you spot patterns and plan staffing.
Summary metrics
The top of the Weekly tab shows week-over-week summary cards:
Answer rate — this week vs last week
Avg answer time — this week vs last week
Avg queue time — this week vs last week
Abandoned — this week vs last week
Missed — this week vs last week
Repeat callers — this week vs last week
SLA compliance — this week vs last week
This week by day
The Phone dashboard's Weekly tab includes a day-by-day table showing inbound calls, answered, missed, callbacks, average answer time, average queue time, and max queue time for each day of the current week.
Team performance
The Phone dashboard's Weekly tab also shows a per-team breakdown covering the 7-day period, including inbound calls, answered, missed, abandoned, voicemail, average answer time, and average queue time for each team.
Inbound calls by hour, last 28 days
A heatmap showing call volume by hour of day and day of week over the last 28 days. Darker cells indicate higher call volumes — use this to identify your busiest periods and optimize staffing.
Agent performance
The agent performance table on the Phone dashboard's Weekly tab shows individual agent stats for the current 7-day period, including calls handled, average handle time, and time available on phone.
How do I configure the dashboard settings?
The Phone dashboard has a settings panel, accessible by clicking the Settings icon (⚙) in the top right corner of the dashboard. Changes apply across all three tabs.
Aggregation
Choose how the average answer time and average queue time metrics are aggregated. Four options are available:
Median — the middle value across all calls in the period. Less sensitive to outliers and typically the best representation of the typical customer experience. This is the default.
Average — the mathematical mean across all calls. Can be skewed by unusually long or short calls.
Max — the longest single call duration in the period. Useful for identifying worst-case scenarios.
Min — the shortest single call duration in the period.
Idle threshold
Set the time after which a conversation with no activity is considered idle. The default is 30 minutes. Enter any value and choose the unit from the dropdown — seconds, minutes, or hours. Idle conversations are flagged in the dashboard to help supervisors spot stalled calls that may need attention.
Bot time
When enabled, the time Fin (Intercom's AI agent) spends handling a call before a teammate joins is included in the first response time metric. When disabled, only the time from when a teammate first responds is counted. This setting is enabled by default. Toggle this off if you want first response time to reflect only human agent response speed, excluding any AI handling time at the start of the call.
FAQs
How often does the Live tab update?
How often does the Live tab update?
The dashboard auto-refreshes every 60 seconds. The Live tab also shows a live indicator in the header confirming it's actively updating.
Can I filter the dashboard by team?
Can I filter the dashboard by team?
Yes. Use the All teams selector in the top right of the dashboard to filter any tab to a specific team or phone number.
Who can see the Phone dashboard?
Who can see the Phone dashboard?
Teammates with the Can view the phone dashboard, including callers outside their conversation access permission. This was automatically granted to all teammates who had the manage_teammates permission at the time of release.
What does the SLA compliance metric measure?
What does the SLA compliance metric measure?
On the Live tab, SLA compliance is based on a rolling 30-minute speed-of-answer window. On the Today tab, it's based on the full day from midnight. Your SLA target is set in your phone settings.
Who can access the Phone dashboard?
Who can access the Phone dashboard?
The Phone dashboard requires the Can view the phone dashboard, including callers outside their conversation access permission. This was automatically granted to all teammates who had the manage teammates permission at launch. If a teammate should have access but can't see the Phone tab, check that they have the correct permission in Settings.
I can't see the Phone tab in the Dashboard — why?
I can't see the Phone tab in the Dashboard — why?
There are two reasons the Phone tab may not appear:
Phone is not enabled on your workspace. The Phone dashboard is only available to workspaces with Intercom Phone active. If your workspace doesn't use Phone, the tab won't appear. Contact your account manager to add Phone to your plan.
You don't have the required permission. The Phone tab requires the Can view the phone dashboard, including callers outside their conversation access permission. Ask your workspace admin to grant you this permission in Settings.
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