Use this article to monitor live call queues, review daily and weekly call performance, build custom dashboard views, and pin calls to specific teammates. This is for supervisors and phone ops teams with the Can view the phone dashboard, including callers outside their conversation access permission, on a workspace with Intercom Phone enabled.
Navigate to Dashboard and click the Phone tab to get started. The dashboard auto-refreshes every 60 seconds and can be filtered by up to 10 teams simultaneously 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, there are two possible reasons: (1) Phone is not enabled on your workspace — contact your account manager to add it to your plan, or (2) you don't have the required permission — ask your workspace admin to grant it in Settings > Teammates > Roles, or on an individual teammate via Settings > Workspace > Teammates > [Edit teammate] > Inbox > Phone.
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 calls handled by Fin (Intercom's AI agent)
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. Wrap-up time is configured in Settings > Channels > Phone > Wrap-up time (default: 30 seconds)
Listening — number of calls being monitored (for QA and coaching). To enable call listening, go to Settings > Channels > Phone and turn on Listen in on calls, then assign the permission to the relevant roles in Settings > Teammates > Roles under the Help Desk section
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. Callbacks are routed to available teammates for the duration configured in Settings > Channels > Phone > Callback routing window (default: 4 hours). If a teammate is unavailable, they won't be considered for another callback for 5 minutes
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 Speed of Answer target. The tile shows your rolling 30-minute compliance rate. When there are no calls in the last 30 minutes, the tile displays a dash. To set up a phone SLA, go to Settings > Inbox > SLAs, create a new SLA and set your Speed of Answer target under "Applies to phone calls", then add an Apply SLA step to a When customer calls workflow.
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 Speed of Answer target, the number of calls that met it, and the number that missed it. SLA compliance resets at midnight each day. To configure your Speed of Answer target, go to Settings > Inbox > SLAs and set it under "Applies to phone calls" in the SLA drawer, then apply it to calls via a When customer calls workflow with an Apply SLA step.
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 create a custom tab?
Custom tabs let you build a personalized view of the Phone dashboard by combining any cards from the Live, Today, and Weekly tabs into a single tab. Use them to focus on the metrics that matter most to you or your team — without switching between the default tabs.
Note: Custom phone dashboards is available to workspaces with Intercom Phone enabled and the Can view the phone dashboard, including callers outside their conversation access permission.
Create a tab
Go to Inbox > Dashboard and select the Phone tab.
Click the + button to the right of the Weekly tab.
In the New tab modal, choose a tab type:
Personal — only you can see this tab
Shared — everyone in the workspace can see and edit this tab
Click Create tab. The new tab opens with an editable name field (defaulting to "New tab").
Type a name for the tab (up to 64 characters) and click + to confirm.
Click Add your first element to open the element picker and start building your view.
What elements are available?
Elements are organized by tab type. You can mix elements from different tabs in a single custom tab.
Category | Elements |
Live | In queue, Active calls, In wrap-up, Listening, Available agents, Completed, Abandoned, Voicemail, Avg answer time, Callbacks pending, SLA compliance, Staffing alert, Agent breakdown, Active calls table, Call queue, Team table |
Today | Answered, Missed, Total inbound, Outbound, Avg answer time, Avg queue time, Repeat callers, SLA compliance, Call feed, Histograms |
Weekly | Answer rate, Avg answer time, Avg queue time, Abandoned, Missed, Repeat callers, SLA compliance, Daily chart, Team table, Heatmap, Agent table |
Layout | Divider |
What are the limits on custom tabs?
Limit | Value |
Personal tabs per teammate | 20 |
Shared tabs per workspace | 20 |
Elements per tab | 50 |
Tab name length | 64 characters |
Manage custom tabs
Layout changes (adding, removing, or rearranging elements) are saved automatically as you make them. To delete a custom tab, right-click the tab and select Delete tab. This removes the tab and its layout permanently and can't be undone.
Note: Shared tabs have no audit trail. Any teammate with dashboard access can edit a shared tab, and there's no record of who made each change.
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. 4 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 (visible in Intercom's phone reporting). 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. Click Update to save your settings. Changes apply immediately across all three tabs.
How do I filter the dashboard by team?
You can filter the Phone dashboard's Today, Live, and Weekly views by one or more inbox teams using the All teams selector in the top right of the dashboard.
Selecting teams
You can select up to 10 inbox teams at once. Attempting to check an 11th team disables the remaining unchecked options and shows a banner: "You can't select more than 10 teams."
The default state when the dashboard is first opened is All teams — the unscoped, workspace-wide view. This is a distinct option from manually checking every individual team: it automatically includes any team created later, with no re-selection needed.
Real inbox teams and custom teams can't be combined in one selection. If a custom team is selected, every real-team checkbox is disabled (tooltip: "Can't be combined with a custom team"). If any real team is selected, the custom-team option is disabled (tooltip: "Can't be combined with selected teams").
Combined averages — such as average answer time — are weighted by call volume, so busier teams count proportionally more in the overall figure.
Sharing and bookmarking a filtered view
The team selection is reflected in the page URL. Copy and share the URL — or bookmark it — to restore the same filtered view. Team selections don't persist across sessions: opening the dashboard fresh always starts at All teams, even if a multi-team selection was active in a previous session.
Metrics that show "–" when a team filter is applied
Some metrics are counted at the workspace or per-call level with no team attribution, so they display "–" rather than a filtered number whenever any team filter is active. This applies equally to single-team and multi-team selections, and is not a bug.
Tab | Metrics showing "–" |
Today | Inbound calls, outbound calls, repeat callers, missed calls and the missed breakdown, call abandonment histogram |
Live | Call-outcomes breakdown (completed / abandoned / voicemail), voicemail breakdown, callbacks answered, callbacks closed, inbound calls in the last 30 minutes |
Weekly | Repeat callers |
Note: Queue, SLA compliance, and the per-team table all work normally under a team filter. They're only unavailable when filtering by a custom team, which is a separate feature.
What happens if a team has no calls in the period?
A selected team with no calls in the period is omitted from the per-team breakdown table entirely — there's no zero row for it. Selecting five teams can result in fewer than five rows in the breakdown. This applies to both the Live and Weekly views.
What if a team is deleted?
If a team in your filter selection is deleted, it's silently removed from the selection with no warning or banner.
What is a custom team?
A custom team is a named set of teammates you build specifically to scope the Phone dashboard — it isn't an inbox team, and creating one doesn't change how calls are assigned or routed. Use a custom team to monitor a shift, a language cohort, an onboarding group, or any other group of teammates that isn't already an inbox team.
Note: Dashboard custom teams is in open beta.
How do I create a custom team?
Click the All teams selector in the top right of the dashboard.
Click Manage custom teams at the bottom of the dropdown.
Click the + button to open the New custom team dialog.
Enter a Name (up to 60 characters, unique within the workspace) and select one or more Members from your workspace's teammates.
Click Save.
Once saved, the custom team appears in the All teams selector under a Custom teams heading, below your inbox teams. A teammate can belong to more than one custom team at once.
Note: Creating or editing a custom team needs no permission beyond what a supervisor already has to view the Phone dashboard. Any workspace teammate can be added as a member — being added needs no permission of its own.
How do I filter the dashboard by a custom team?
Select a custom team from the Custom teams section of the All teams selector. A custom team and an inbox team can't be combined — selecting one clears the other.
Scoping to a custom team reports more than an inbox-team filter does: on top of the metrics available under an inbox-team filter, you also get completed calls, abandoned calls, voicemail count, and the voicemail breakdown. The per-team breakdown table is also replaced by a per-member breakdown table, showing each teammate in the group individually. Drilldown from the member table works the same way as drilldown from the team table.
Because a custom team is a set of individuals, figures that can't be attributed to a specific person — unattributed callbacks, and an unattributed count on queue and SLA — are shown as a separate "unattributed" count alongside the attributed figures.
What are the limits on custom teams?
Limit | Value |
Custom teams per workspace | 50 |
Members per custom team | 1–200 |
Team name length | 60 characters, unique within the workspace (case-insensitive) |
What happens to a custom team's membership over time?
Membership is resolved live, with no date cutoff — the dashboard always reports on whoever is in the custom team right now, including for past time periods. Editing a custom team's membership changes its historical figures too; there's no way to freeze membership as of a particular date.
If a teammate loses access to the workspace, they're removed from any custom team they belonged to immediately, which can leave a custom team with zero members.
If your Teammate Permissions role restricts which conversations you can see, you can only select a custom team if you can already see every member of it.
Note: Editing a custom team's membership retroactively changes its historical figures — there's no way to freeze membership as of a past date.
How do I pin a call to a specific teammate?
Use phone queue up-next control to choose which teammate answers a specific waiting call. Pin a call to a teammate and it rings them — and no one else — as soon as they finish their current call and wrap-up. The caller keeps their place in the queue.
Why pin a call?
Pinning is useful when a waiting call should go to a specific person rather than whoever balanced assignment picks next.
Common use cases:
Route to the customer's account owner
Match a caller to a teammate who speaks their language
Send a complex or escalated call to a specialist
How to pin a call
Go to Inbox > Dashboard and select the Phone tab.
Find the call you want to pin in the Calls waiting list.
Click Pin on that call row. A Search teammates picker appears, showing phone-capable teammates with their availability status.
Select the teammate you want to assign the call to.
The pin appears immediately on the dashboard.
To change the teammate or remove the pin, click Pin again on the same call row and select a different teammate, or clear the selection.
Tip: A Pinned call badge appears next to the teammate in the agent grid, so you can see at a glance which teammates have a pinned call waiting.
What happens after a call is pinned?
The call rings only the pinned teammate, as soon as they finish their current call and wrap-up.
No other waiting calls are offered to a teammate who has a pinned call waiting.
If the teammate is busy, in wrap-up, away, or offline, the call keeps waiting in queue. It doesn't fall back to another teammate.
The pin has no expiry — it holds until a supervisor changes or clears it.
If the pinned teammate lets the call ring out unanswered, the system clears the pin automatically.
The pin is cleared automatically when the call ends, on any path.
Queued callbacks cannot be pinned.
Real-time visibility across supervisors
When one supervisor pins a call, the pin appears on every other open Phone dashboard within about a second. If two supervisors are watching the same queue simultaneously, they can see each other's decisions in real time.
Audit log
Every pin action is recorded in the Team Activity Log with one of three entries:
Call pinned — a supervisor pinned a waiting call to a teammate
Pin removed — a supervisor cleared the pin
Pin cleared automatically — the system cleared it because the teammate let the call ring out (credited to the supervisor who set the pin)
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 by up to 10 inbox teams at once, or by a single custom team — a named set of teammates you build yourself for dashboard monitoring, separate from your inbox teams. Combined averages are weighted by call volume. You can also share or bookmark a filtered view — the team selection is encoded in the page URL. See "How do I filter the dashboard by team?" for full details, including which metrics show "–" under a team filter.
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. If a teammate should have access but can't see the Phone tab, an admin can grant this permission in Settings > Teammates > Roles, or on a per-teammate basis via Settings > Workspace > Teammates > [Edit teammate] > Inbox > Phone. If Phone is not enabled on your workspace at all, the tab won't appear — contact your account manager.
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. To set up a phone SLA: go to Settings > Inbox > SLAs, create a new SLA, and enter your target under Speed of answer in the "Applies to phone calls" section of the drawer. Then add an Apply SLA step to a When customer calls workflow to activate it. Without that step, no SLA timer runs for phone calls.
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 it in Settings > Teammates > Roles, or on your individual teammate profile via Settings > Workspace > Teammates > [Edit teammate] > Inbox > Phone.
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