AI-Driven Decision Intelligence — Predictive Analytics & Real-Time Insights
Most contact center reporting tells you what happened. UniDashboard™ tells you what to do next.
A 360° AI intelligence layer that unifies real-time KPIs, historical BI data, and predictive analytics across every channel, agent, and queue — in one platform. Not a dashboard. A decision engine that turns operational data into competitive advantage.
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
- Every channel, every agent, every queue — live, unified, always current.
- Colour-coded alerts surface critical signals — before they become problems.
- One view. Zero blind spots. Across the entire operation.
- Predictive analytics anticipate volume, staffing gaps, and risk — before they arrive.
- AI surfaces what matters — not more data, better decisions.
- From insight to action. Instantly.
- Floor Manager view — supervisor-focused, agent-level, real-time.
- Customisable wallboards and role-based dashboards for every audience.
- Agents, supervisors, and executives — all working from the same live intelligence.
- Real-time and historical data unified across telephony, CRM, WFM, and third-party sources.
- Drill-down analytics surface root cause — not just symptoms.
- Splunk-ready — enterprise BI and observability, fully integrated.
Real-Time Wallboards
• 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
• 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
• 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
• 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
• 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
• 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.
Let’s Transform Your Customer Conversations into Outcomes
Connect with our experts to discover how Consilium can help you optimize engagement, automate workflows, and deliver exceptional CX at scale.
Contact Us