Clearly every business has its own expectations and specific focus when it comes to phone services. To make the most of the monitoring possibilities, it might actually make sense to build a dashboard according to one's individual business needs. In this article we want to give you some ideas of how you could structure your personal dashboard.
As you learned in one of our previous articles in this section, our default dashboard gives you an overview of the KPIs for the entire call activities. The bar chart shows offered and bridged calls per queue but the KPIs are cumulated metrics for all of your queues, hence, all of your business' brands, countries or other divisions your call flow is clustered by. However, especially when your business grows it makes sense to cluster information by queue.
Also, you are probably operating with different user groups with a diversity of responsibilities and needs for varying information. Therefore, it can come in handy to design separate dashboards for these differing needs. So let's have a look for whom you create dashboards and how they can be adjusted individually.
A good way to provide an optimal overview for both agents and managers is to build two separate dashboards: while the agents are probably much more interested in data showing current call activities, the managers might want to have a look at the average performance in general, on a daily average or for certain customer groups. On the other hand, for the agents it might be useful to provide eye-catching information on a big screen. It is important that the dashboard is not too overloaded for them to quickly gain an overview of the most important information. We propose the following:
1. Agents dashboard
Similarly to the overview presented on our default dashboard, this widget shows the number of waiting, accepted and missed calls for the current business day. Also, it shows the average wait time and the AHT - or Average Handling Time (which is the sum of the talk time, hold time and wrap-up time of a call). If you haven't read about our KPIs, just click here and you will be guided through a quick overview.
Also, we recommend to include the overview of bridged and waiting calls graphically by means of our bar chart.
In the screenshot you see one call waiting in Queue 2 and one call bridged in Queue 2. Combined with the KPIs above, the agent is able to gather a useful overview of the current situation.
Now, let's have a look at the manager boards:
2. Manager dashboard
The dashboards of the managers can be extended with all the metrics information available in babelforce:
As you can see in the screenshots below, the data is spread over 4 different widgets for one queue only.
For a more detailed analysis, these widgets can be set up for the different queues, like this:
Of course, the data can be adjusted and organized according to your personal needs. Therefore, we need to have a look at the data basis: the JSON files which are used to set up and structure the data.
So let's jump to the next article where we explain everything in detail.