Real-Time Contact Centre Insights

When queues surge and expectations rise, you need more than yesterday's numbers. We build bespoke, real-time insight platforms that turn live contact data into decisions your teams can act on immediately.

Built on proven open-source tooling and modern BI, our solutions give you transparency, control, and dashboards that fit how your operation actually runs - without vendor lock-in or rigid, off-the-shelf reporting.

What Are Real-Time Contact Centre Insights?

Real-time contact centre insights are the capability to observe contact demand, service performance, and operational conditions as they change, rather than relying on retrospective reporting. They bring live metrics and signals into a single operational view so teams can respond while events are still unfolding.

These insights are typically produced by collecting data from telephony and digital channels, then correlating it with operational context from systems such as CRMs and ticketing tools. The result is time-sensitive reporting that supports immediate decisions, with consistent definitions of metrics across teams.

In practice, real-time insights help contact centres manage volatility: sudden volume spikes, queue instability, and emerging quality or experience issues. They also provide the feedback loop required to measure the effect of operational changes quickly and accurately.

Platforms & Technologies We Work With

Non-exhaustive - depends on requirements.

Dashboards & BI

Grafana, Metabase, Apache Superset
Data & Analytics

PostgreSQL, ClickHouse, Elasticsearch / OpenSearch, MySQL, SQL Server, Oracle, SAP IQ
Streaming & Processing

Apache Kafka, RabbitMQ, Apache Flink, Spark
Data Engineering & Integration

dbt, Dagster, REST APIs, webhooks, ETL/ELT tooling, custom connectors (Genesys Cloud, Amazon Connect, Twilio, NICE CXone, Five9), CRM/ticketing integrations (Salesforce, Dynamics 365, Zendesk, ServiceNow)
Deployment Options

On-premises, cloud, or hybrid (containerised where needed)

From Data Friction to Operational Clarity

Contact centres generate huge volumes of operational and customer data, but many businesses still struggle to turn it into timely, useful insight. Without real-time visibility, issues are discovered too late, decisions become reactive, and performance improvements take longer to achieve.

Many environments suffer from mismatched identifiers and definitions across systems, which leads to inconsistent reporting and time-consuming manual reconciliation. Latency from batch pipelines and legacy platforms further limits the ability to react during peaks, while scaling dashboards and queries under load can degrade performance right when visibility matters most.

We tackle this with a bespoke data model aligned to your KPIs, robust event capture from each source system, and a low-latency processing path designed for contact centre workloads. We also implement practical governance (metric definitions, ownership, and monitoring) so what teams see on wallboards and dashboards remains trusted and action-ready.

Siloed sources

Data sits across telephony, CRM, QA, and digital channels with gaps and mismatched keys. We create a unified event stream and a consistent mapping layer so every metric is computed the same way, everywhere.

Slow operational feedback

Decisions depend on end-of-day reports, so problems are addressed after customers feel the impact. We deliver live dashboards and alerting tuned to your thresholds, enabling timely interventions during the shift.

Legacy platform constraints

Older systems often have limited connectors or brittle exports that restrict integration options. We build pragmatic connectors and use APIs, webhooks, and middleware patterns to capture events safely without disrupting operations.

Performance under peak load

Reporting and monitoring can degrade during seasonal spikes or rapid growth. We design for throughput with scalable storage and streaming, then validate performance with load-aware dashboards and alert rules.

Dashboards That Fit Your Industry

Real-time analytics deliver the most value when aligned to the pressures of your industry - service expectations, peak-demand behaviour, regulatory requirements, and operational complexity. We design dashboards and alerts that reflect what “good performance” means for your teams.

Telecoms

Identify service-impacting spikes quickly and reduce repeated contacts through better visibility of root causes.

E-commerce

Track peak-period demand across channels, reduce abandonment drivers, and improve time-to-resolution during promotions.

Healthcare

Support patient communications with clearer queue management, faster follow-ups, and better handling of high-priority cases.

Logistics

Improve proactive communication by monitoring delivery-related contact drivers and resolving disruptions earlier.

Hospitality

Act on feedback and service issues immediately to protect guest experience and reduce escalations.

Retail

Maintain consistent omnichannel support by tracking demand shifts, returns surges, and campaign-driven enquiry volumes.

What Your Teams Get Out of It

Our real-time insights platform is designed to improve operational control, customer outcomes, and supervisor effectiveness - without adding reporting overhead.

Live Queue & Service Visibility
Monitor wait times, abandonment, SLA risk, and channel performance as it happens.
Agent Performance Intelligence
Track adherence, productivity, resolution patterns, and coaching opportunities in real time.
Customer Sentiment & Quality Signals
Detect negative trends early, flag risk interactions, and reduce repeat contacts.
Predictive Demand Forecasting
Use historical and live signals to anticipate spikes and improve staffing decisions.
Custom Alerts & Escalation Paths
Automatically notify the right people when thresholds are breached or patterns emerge.
Unified Operational View
Combine real-time and historical data to expose drivers, not just symptoms.

From First Signal to Live Wallboards

We turn your operational signals into real-time wallboards and alerts your teams can trust - built around the moments that matter, tuned for speed and accuracy, and designed to scale across teams and channels as you grow.

1

Signal Mapping & KPI Definition

We align on the exact operational questions you need answered during the day, then define the metrics, thresholds, and event sources required to support them. This includes agreeing a shared glossary so supervisors, analysts, and leadership are looking at the same truth.
2

Blueprint & Data-Flow Design

We design the event capture and processing path to meet your latency and reliability needs, selecting the right open-source components for streaming, storage, and querying. You'll get a clear architecture and rollout plan that fits your security posture and deployment preference.
3

Connector Build & Live Integration

We implement the connectors, pipelines, and transformations needed to normalise data from each system, then wire up dashboards and alerts with role-specific views. We test under realistic peak conditions to ensure wallboards stay responsive when volumes surge.
4

Enablement & Operational Runway

We provide documentation, handover sessions, and a practical operational model for ownership of metrics and dashboards. If you want us to stay close post-launch, we can extend coverage through our Technical Support Agreements or Flexible Support Packages.

Why Choose OnyxSis?

Open-Source, Done Properly

We are an open-source-first team that builds dependable platforms without forcing you into vendor lock-in. You keep control of the stack, the data, and the direction.

Bespoke by Default

We do not sell packages that you have to squeeze your operations into. Every engagement is shaped around your systems, your constraints, and the outcomes your teams are measured on.

Evidence from the Contact Centre Operations Hub

In our Contact Centre Operations Hub case study, we delivered a unified, end-to-end platform for a leading UK telecommunications provider. The solution consolidated siloed customer data, simplified call handling, and introduced live wallboards with real-time KPIs and feedback signals.

The results were measurable: a 42% increase in First-Call Resolution and an 11% uplift in NPS over 12 months. The contact centre also improved agent productivity by reducing handling time and limiting context switching.

Support That Stays Close

After go-live, we stay accountable for stability, performance, and ongoing refinement as your channels, volumes, and KPIs evolve.

For businesses that need structured coverage, we offer SLA-Based Technical Support and Dedicated Support Hours with engineers who know your platform inside out.

If you want faster decisions and fewer surprises, we'll build a real-time view your teams can trust and map a practical route to live, actionable insight.

Talk to Our Team

Frequently Asked Questions

What real-time metrics can you track?

Common live metrics include queue times, abandonment rates, SLA risk, call/chat volumes, handle time, transfer rates, resolution rates, sentiment signals, and agent availability - presented through role-specific dashboards.

How do supervisors and agents view insights?

Supervisors receive operational overviews, trends, and alerts, while agents can access focused views relevant to their workflow - delivered via tools like Grafana and Metabase.

Can we create custom alerts for thresholds and patterns?

Yes. Alerts can be configured for thresholds (e.g., long waits, sudden volume spikes) and pattern-based triggers, then routed via email, messaging, or in-platform notifications.

Do you support both historical and live analysis?

Yes. We combine live telemetry with historical data so teams can see immediate conditions and validate the impact of changes over time.

Can you tailor dashboards for different roles and shifts?

Yes. We design role-based views for executives, operations leads, team managers, and agents, and we can adapt layouts for shift handovers and wallboards.

How do you ensure metric definitions stay consistent over time?

We document definitions and data lineage, then implement checks and monitoring so changes in upstream systems do not silently distort KPIs.

Can the system transcribe and analyse calls automatically?

Yes. We can integrate transcription and analysis to extract keywords, sentiment indicators, and quality signals for coaching and compliance workflows. For deeper automation, see Automated Issue Detection & Resolution.

What predictive capabilities do you provide?

We can forecast demand and workload pressure using historical patterns and live signals, helping optimise staffing and reduce service degradation during peaks.

Can you flag and escalate high-risk interactions?

Yes. Interactions can be flagged using sentiment, keywords, escalation likelihood, or operational risk indicators - then routed to specialist teams or supervisors.

Can we integrate third-party AI or speech analytics tools?

Yes. We can connect external AI tools and platforms via APIs and middleware. If you need broader integration support, explore API & Middleware Integration.

Can you combine AI signals with operational metrics in the same view?

Yes. We can blend AI-derived signals (such as topics, sentiment, and compliance flags) with queue and agent metrics so supervisors can prioritise actions in context.

Do you support human-in-the-loop review for quality and compliance?

Yes. We can route flagged interactions into review workflows and dashboards so teams can validate findings and improve rules over time.

How do you connect insights with CRM or ticketing systems?

We use APIs, webhooks, and custom connectors to sync interaction and performance data into your CRM/ticketing workflows - creating a unified operational view.

What happens when alerts trigger?

Alerts can drive notifications, supervisor escalation, workflow actions, or automated operational steps - configured to match your processes.

Can we run experiments like A/B testing in scripts or workflows?

Yes. We can support controlled testing and measurement so you can compare performance changes in real time. For deeper analysis, see Analytics & Business Intelligence.

Can you integrate with on-premises or legacy contact centre platforms?

Yes. We regularly work with mixed environments and can design a safe integration approach using available exports, APIs, and event capture patterns.

How quickly can we start seeing live insights?

It depends on your source systems and access, but we often deliver an initial live dashboard quickly, then iterate as more sources and definitions are brought in.

Still have questions? Contact us - our team is here to help.

Dashboards Built Around Your KPIs

No rigid templates - just insights shaped to how your contact centre runs. Get consistent definitions, trusted metrics, and wallboards that fit your teams, shifts, and thresholds.