Consilium UniDashboard™ Overview
UniDashboard™ is an AI-driven analytics and advanced reporting platform that consolidates data from every contact center channel — telephony, ACD, diallers, chat, email, and social — into one unified view, combining real-time KPIs with predictive AI to transform data into decisions.
Unified Data Visibility
All channels, all sources, one pane of glass — silos broken, context complete.
AI Decision Intelligence
Predictive analytics surface what matters — supervisors act, not just monitor.
Real-Time Operations
Live KPIs, colour-coded alerts, and instant wallboards — problems visible before they peak.
Compatible with all major contact center platforms. Pre-built integrations with telephony, ACD, CRM, WFM, and third-party data sources. Deployed in weeks.
Key Capabilities of UniDashboard
- Omnichannel data aggregated from telephony, ACD, diallers, chat, email, and social into a single pane of glass — every source unified, every silo broken
- Real-time wallboards display a holistic view of contact center health across any device — agents, supervisors, and executives all working from the same data simultaneously
- Third-party integration library with pre-built data source connectors and APIs — UniDashboard connects to what you already have without custom development
- Multi-device wallboard display delivers instant situational awareness on any screen — desktops, TVs, tablets, and mobile devices all supported out of the box
- Customisable widgets and colour-coded alerts ensure critical KPI breaches are visible immediately — every threshold breach demands attention before it becomes a problem
- Broadcast messages display targeted custom information to specific teams for defined durations — communications and context delivered directly into the agent view
- Predictive analytics anticipate call volumes, staffing requirements, and peak periods before they occur — supervisors plan forward, not backward
- AI filters consolidated contact center data and surfaces the most decision-relevant insights for leadership — reducing time between data collection and strategic action
- Predictive indicators identify workforce productivity gaps and agent turnover risk early — enabling interventions before performance or retention is impacted
- Supervisor-focused real-time filtering by agent, skill group, queue, or channel — rapid adjustments made from one focused view without navigating multiple reports
- Live performance tracking shows agent status, queue lengths, and wait times in real time — actionable visual cues trigger immediate management intervention
- Bottlenecks identified as they emerge on the floor — supervisors respond in the moment rather than reviewing post-shift reports
- Self-service reporting empowers business users to generate complex reports without IT involvement or technical support — reports on demand, in seconds
- Trend analysis compares performance across daily, weekly, and monthly timeframes — seasonal patterns identified, capacity plans built on evidence
- Multi-channel historical data provides comprehensive review of performance across every customer touchpoint — experience consistency measured, gaps closed
- Out-of-the-box pre-designed templates provide instant deployment — customisable widgets, layouts, and colour schemes adapt to any team, role, or brand requirement
- Smart Scheduling automates the display of services, events, and contextual information — the right data shown to the right audience at the right time automatically
- Report filters enable real-time parameter selection — supervisors and analysts drill down into specific data fields, time ranges, and segments on demand
Real-Time Wallboards
• Multi-device wallboard display delivers instant situational awareness on any screen — desktops, TVs, tablets, and mobile devices all supported out of the box
• Customisable widgets and colour-coded alerts ensure critical KPI breaches are visible immediately — every threshold breach demands attention before it becomes a problem
• Broadcast messages display targeted custom information to specific teams for defined durations — communications and context delivered directly into the agent view
• Customisable widgets and colour-coded alerts ensure critical KPI breaches are visible immediately — every threshold breach demands attention before it becomes a problem
• Broadcast messages display targeted custom information to specific teams for defined durations — communications and context delivered directly into the agent view
Unified Data View
• Omnichannel data aggregated from telephony, ACD, diallers, chat, email, and social into a single pane of glass — every source unified, every silo broken
• Real-time wallboards display a holistic view of contact center health across any device — agents, supervisors, and executives all working from the same data simultaneously
• Third-party integration library with pre-built data source connectors and APIs — UniDashboard connects to what you already have without custom development
• Real-time wallboards display a holistic view of contact center health across any device — agents, supervisors, and executives all working from the same data simultaneously
• Third-party integration library with pre-built data source connectors and APIs — UniDashboard connects to what you already have without custom development
AI-Driven Insights
• Predictive analytics anticipate call volumes, staffing requirements, and peak periods before they occur — supervisors plan forward, not backward
• AI filters consolidated contact center data and surfaces the most decision-relevant insights for leadership — reducing time between data collection and strategic action
• Predictive indicators identify workforce productivity gaps and agent turnover risk early — enabling interventions before performance or retention is impacted
• AI filters consolidated contact center data and surfaces the most decision-relevant insights for leadership — reducing time between data collection and strategic action
• Predictive indicators identify workforce productivity gaps and agent turnover risk early — enabling interventions before performance or retention is impacted
Floor Manager View
• Supervisor-focused real-time filtering by agent, skill group, queue, or channel — rapid adjustments made from one focused view without navigating multiple reports
• Live performance tracking shows agent status, queue lengths, and wait times in real time — actionable visual cues trigger immediate management intervention
• Bottlenecks identified as they emerge on the floor — supervisors respond in the moment rather than reviewing post-shift reports
• Live performance tracking shows agent status, queue lengths, and wait times in real time — actionable visual cues trigger immediate management intervention
• Bottlenecks identified as they emerge on the floor — supervisors respond in the moment rather than reviewing post-shift reports
Historical Reporting
• Self-service reporting empowers business users to generate complex reports without IT involvement or technical support — reports on demand, in seconds
• Trend analysis compares performance across daily, weekly, and monthly timeframes — seasonal patterns identified, capacity plans built on evidence
• Multi-channel historical data provides comprehensive review of performance across every customer touchpoint — experience consistency measured, gaps closed
• Trend analysis compares performance across daily, weekly, and monthly timeframes — seasonal patterns identified, capacity plans built on evidence
• Multi-channel historical data provides comprehensive review of performance across every customer touchpoint — experience consistency measured, gaps closed
Custom Dashboards
• Out-of-the-box pre-designed templates provide instant deployment — customisable widgets, layouts, and colour schemes adapt to any team, role, or brand requirement
• Smart Scheduling automates the display of services, events, and contextual information — the right data shown to the right audience at the right time automatically
• Report filters enable real-time parameter selection — supervisors and analysts drill down into specific data fields, time ranges, and segments on demand
• Smart Scheduling automates the display of services, events, and contextual information — the right data shown to the right audience at the right time automatically
• Report filters enable real-time parameter selection — supervisors and analysts drill down into specific data fields, time ranges, and segments on demand
With Consilium UniDashboard, your business can:
Faster Decisions AI surfaces what matters — time between data collection and strategic action drops from hours to seconds.
360° Contact Center View
Every channel, every source, one dashboard — silos gone, blind spots eliminated, context always complete.Proactive Management Predictive AI anticipates volume and staffing gaps — supervisors act before SLAs breach, not after.
Higher Agent Performance Actionable wallboards set real-time targets, celebrate achievements, and motivate agents to perform at their best
Lower Operational Cost AI-driven workforce optimisation, predictive planning, and self-service reporting reduce cost across operations.
Governance Every report and dashboard access controlled, logged, and compliant — PCI, ISO 27001, GDPR, SOC 2 Type II.
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