Can we see which location is better at answering calls?

Yes. Answer rate, average handle time, conversion rate — all available per location. Objective comparison without bias.

What if agents sometimes come into the office and sometimes work from home?

We track per-session location when the phone system supports it, or per-agent when it does not. Most clients keep it simple with per-agent assignment plus a monthly override.

Custom Hybrid Call Center Dashboard

Half your agents sit in an office. Half work from home. Some are overseas. One dashboard shows all of them in the same view.

Hybrid is the new normal in call center operations. The challenge is that most dashboards were built when everyone sat in one room. We build the operations screen designed for teams split across home, office, and overseas BPO — with the same signal, same scorecard, same accountability.

Remote + onsite

Same dashboard

Side by side

Comparable metrics

Near real-time

Refresh cadence

Any phone system

CallTrackingMetrics, CallRail, and more

What you see

Standard modules on this dashboard

Every build is custom. These are the modules we ship most often for this use case. Mix and match, add new ones, drop what you don't need.

Remote + Onsite in One View

Filter by location, team, or supervisor. Compare performance side by side. See where your highest producers actually sit.

Agent State Across All Locations

Ready, Not Ready, On Call, Idle. Minute by minute, regardless of where the agent is working from.

Shift Attendance by Location

When did each location come online, when did they go idle, when did they log off. Spot location-level patterns, not just agent-level.

Per-Supervisor Rollups

Each supervisor sees their team only. Operations leadership sees the whole floor plus every remote.

Live Queue + Overflow Routing

Which calls are being handled where. Spot overflow patterns and spot locations that are consistently absorbing or dumping.

Cost per Call by Location

If you have cost data per location — labor rates, overhead — we join it so you see which model is actually cheaper per handled call.

Test it out

Call us. Watch yourself appear in queue.

A live piece of what we build. Dial the number and your call shows up here within 6 seconds. Mount it on a TV in your call center and you have an operations screen your floor and leadership share.

Dial from any phone

(855) 605-7127

— The live widget polls your call system every 6 seconds
— Caller numbers are masked to the last 4 digits
— Perfect for a wall-mounted TV in the call center
— Pair it with any of our standard dashboards

A real person will pick up — tell us what you're building and we'll show you how it would look for you.

Live Queue · TrussCharts demo

Clear — no one in queue

Dial the number and watch yourself appear here within 6 seconds. The number masking matches what a dashboard on your call center TV would show.

Refreshes every 6 seconds · Caller numbers masked to last 4GET /api/queue-live

Common questions

A tag. Each agent is tagged with their location (home, office location name, BPO vendor). The dashboard filters and groups by location. Same data model.