Contact Center Analytics Dashboard Design

Design of a contact center analytics which is used by team leaders in order to track agents’ performance and utilization. Analytics measured stats of a CCaaS (Contact Center as a Service) a cloud-based customer engagement solution that enables omnichannel conversations through a contact center provider’s software.

The existing platform lacked a cohesive design and user-friendly analytics, making it challenging for contact center team leaders to monitor team performance, assign resources effectively, and make data-driven decisions.

We began with two product discovery workshops with developers, stakeholders, and designers to define project scope, key metrics, and design direction. These workshops produced critical deliverables, including personas, initial prototypes, development-focused metrics, and a UX audit of the existing design.

Using the usertesting.com platform, we conducted user interviews to ensure we accurately targeted our personas. Pre-screening surveys helped verify we were interviewing the right users, with questions on contact center size, performance metrics, and reporting practices. The insights gathered were synthesized into a user research study with actionable recommendations, presented to stakeholders.

Starting with wireframes to outline structure and functionality, I developed interactive prototypes for stakeholder feedback. Collaboration with the writing team helped refine the copy for clarity and brand consistency. I also created a components library, ensuring a cohesive workflow from concept to final product.

We conducted moderated usability tests on usertesting.com, re-engaging participants from earlier interviews and a few existing clients. The testing goals included validating navigational functionality, hierarchy clarity, and metric comprehension. Realistic scenarios and task-based questions helped evaluate how users interpreted data and made decisions. With feedback from five participants, I synthesized insights directly on the usertesting.com platform, using built-in tools for voice and written note-taking on recorded sessions.

With insights from discovery, I refined prototypes for usability testing and incorporated feedback to align with both user needs and developer insights. I created an analytics-focused design system that later integrated into the global platform design system, enabling efficiency and scalability across products.

Through iterative usability testing, we refined prototypes until we achieved the desired outcomes. The final dashboard met key objectives

Provided team leaders with a clear view of team performance

Enabled easy assignment of agents to high-demand queues

Highlighted essential information for contact center leaders, ensuring it was accessible and scannable

Offered agents an overview of their own performance