Which of the following is NOT a metric you can display on performance dashboards?

• A. Queues
• B. Wrap-up codes
• C. Flows
• D. Screen brightness

Answer: (D)

Performance dashboards are built to show metrics that reflect how the contact center operates, such as queue length and customer wait times, wrap-up code distribution, and how routing flows handle traffic. A metric like screen brightness isn’t a measure of contact center performance; it’s a hardware/device setting and has no direct relevance to interactions, service levels, or agent productivity. Therefore, it wouldn’t be displayed on a performance dashboard. The first three options correspond to actual operational metrics—queues track workload and wait times, wrap-up codes reveal post-call categorization and workload, and flows indicate routing effectiveness—while screen brightness has no analytical value in this context.