babelforce monitoring dashboards - an introduction

babelforce offers some useful tools to support you with your reporting activities. Call reporting is not only a great way to monitor your service quality but also helps you to identify under or overcapacity of personnel and thereby contributes to your business success.

To help you improve your call activity performance, we developed the babelforce dashboard and are constantly trying to improve the features we offer. Within this chapter we want to present to you the possibilities offered by our dashboard to help you make the most out of it.

Each babelforce account comes with a default dashboard. For any small service with only a couple of queues and a limited number of agents this default dashboard will cover your needs.

The following information is displayed on our default dashboard:

  • overview of available agents
    • number of agents currently in call, available and not available

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  • current number of total active inbound calls
    • current number of calls in the IVR, queued and bridged

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  • current number of total active outbound calls
    • current number of scheduled, ringing and bridged calls

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  • current inbound calls per queue in a bar chart separated in calls waiting by queue and bridged calls by queue:

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 The third row shows the daily statistics for inbound and outbound calls:

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As babelforce has been busy developing new call KPIs, we now offer an extended default dashboard which replaces the last row of the original dashboard by some new metrics. If you didn't read about our babelforce metrics yet, have a look at this article. The extended version can be added by the babelforce team and contains the following KPIs:

  • On the left hand side in the bottom row, our metrics data is displayed: today's call data shows the total number of offered, accepted and missed calls. The following example shows that 3 of the missed calls had been queued and one of the calls didn't enter the queue, hence, the call didn't ring on one of the agent's phones.

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  •  Next to today's call data you find the KPIs we considered most useful. This widget comprises the average wait time calculated over all calls for the current day, the longest waiting call at the moment and the abandon rate (which is the percentage of calls missed out of all in a queue offered calls):

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  • additionally to these metrics you find the average handling time for all of your calls today, as well as the average wrap-up time and the average hold time:

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  • also, we defined three different service levels which show the percentage of calls which have been taken within 20, 30 and 40 seconds:

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So now you have an overview of the dashboards we can make available for you. If you want to add these dashboards to your list, feel free to contact us via support@babelforce.com

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