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Dashboard

Depending on your contact center configuration, you may be able to get some feedback from the system about your personal performance, general performance of your team, and/or the status of the services that you team provides (e.g., current number of calls in the service queue). If your system is configured to provide such information, you will see it in the middle of the application’s status bar (the same bar that is used to display and select your current state).


Dashboard


Since the dashboard is fully customizable, you will get a detailed description of the metrics and instructions about how to correctly interpret them from your system administrator. Note the following general considerations:

  • All metrics reflect performance in real time and are updated automatically, usually every 15 seconds. Some metrics may show an immediate status only (e.g., current number of calls in the service queue) while others may show total result for the current working day (e.g., total number of service interactions handled since the beginning of the shift until present moment).
  • If you handle interactions for several different services/campaigns, metrics related to those services will be displayed for one service at a time, usually along with the name of the service that they relate to. The dashboard will automatically rotate displayed services. To look up metrics for a particular service immediately, click the circle corresponding to that service under the metrics line.
  • Some metrics may be configured to display more than one value, for example CH: 21/28 (4th). The first value will usually indicates your personal performance, the second is the performance of the agent closest to you in current ranking, and the third is your personal ranking within the team based on comparison of the current value of the given metric for all members of the team. Your system administrator may provide additional explanation regarding the format of each displayed metric.
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