Monitoring calls activity plays a key role in understanding how your service is performing - looking at the clear, live data helps you spot any immediate challenges and adjust to them, while studying the historical data gives you insight into processes and patterns that are crucial in making strategic decisions.
To help you measure and improve the efficiency of your service, babelforce has developed babelDesk dashboards. In this chapter, we will present you the possibilities it offers, we will show you how to build your first babelDesk, and give you some dashboard examples as inspiration.
Who are the main users of babelDesk?
It depends on your company setup and how you customize your dashboard, for example:
➝ team leads can use it to monitor their teams' performance, adjust the queue selection, move agents from one group to another to respond to the live traffic, prepare daily/weekly/monthly reports, etc.
➝ supervisors or managers can use it to keep an eye on the service overview, monitor KPIs live, respond to under/overstaffed teams, etc.
➝ higher-level managers could have quick access to live data that can be used in the company's update presentations, make strategic decisions based on the data, etc.
➝ agents can see how their hotline is doing and adjust their work schedule to it - take care of email load if traffic on the hotline is low, support colleagues from different groups, etc.
➝ data analytics will see patterns and trends in the data that will be crucial in analyzing the performance of the company, they will spot rapid changes in the service performance and find the roots of these changes, etc.
Curious to see more? Let's start with the basics - adding your first babelDesk and sharing it with your team.