Building babelDesk - widget examples

babelDesk gives you a lot of flexibility to customize the dashboard. But at the beginning, the number of options may not help in choosing the best solutions. That's why we have created several predefined widgets that you can quickly add to your dashboard. See the list of them below: 

Predefined widgets:

1. Agent status

2. Queue activity

3. Call activity

4. Task manager

5. babelConnect

6. Awaken

7. iFrame

However, we have also added a number of widgets that you can customize according to your needs. See the available widgets' types below:

Adjustable widgets:

1. Bar

2. Doughnut

3. List

5. Number

6. Pie

7. Polar

Let's have a look at some of the widgets. Their settings are quite intuitive so you will surely learn how to build them quickly.

1. Agent-status

The agent-status widget type can be used to monitor the agents' line and presence status.

When creating this widget you will need to choose the filtering that meets your needs:

You can choose here to show agents that belong to specific groups or queues only, agents with certain tags, or even choose the agents individually. Moreover, you can filter by specific line status (maybe you want to see the agents who are in-call or ringing only) or presence status (for example, only available agents). In the last two options - show fields and auto sort - you will decide which filtering fields you want to see in your widget and if the data should be sorted automatically by live calls.

In the example below, we have chosen to show the agents' names, line status and its duration, presence status and its duration and the Queue. 

Once the widget is added you can still filter the data by using the 'Filter' cell in the upper-right corner of your widget. 

Additionally, you can sort the widget's columns by using a drag-and-drop option. See how it works below:

2. Queue-activity

The queue-activity widget type will show how many calls are waiting in the queue and how many are bridged per queue. This visualization is very useful to monitor live calls, spot any immediate changes, and modify your agents' selection if needed.

The settings of this widget type are very simple. You need to decide which queues you want to show and which states (bridged or/and queued). Finally, you need to decide if the graph should be transposed or not.

In the example below we show a transposed graph with different queues and both states visible:

3. Call-activity

The call-activity widget type is used to show details about your calls in a specific period of time. This widget can be a convenient way for many users to monitor the day-to-day performance of the service (for example, for team leads or supervisors to monitor the activity of their teams).

The setup of this widget can get quite complex if you decide to show very specific data in your babelDesk. 

We have grouped the filtering options to make it easier for you to see what they tell us about:

The yellow-marked filters (From, To, Time range) would define the time range for your data. If you want to show calls between 21.06.2022 and 15.07.2022 you will use the first two cells, but if you prefer to show a time range that will change automatically every day/hour, choose the Time range (you can show, for example, data from yesterday, last 1 hour, last week, etc.).

The filters marked in red define details about the calls themselves. In/Out option can filter inbound or outbound calls. In Call state, you decide if you want to see calls with a specific state only (for example, calls that are in progress, bridged, and queued). The Finish reason will filter calls with specific finish reasons only (for example only transferred calls). And the last one, talk time, will filter calls with a talk of a specific duration. 

Be careful when setting up these options - you don't want to set up filters that will exclude each other.

The section marked in green helps you decide details about agents and queues while the purple one - Query filter - is a bit broader. If you want to see any specific details (for example calls to one number only), you will use this filter.

The last part, marked in blue, is the section where you decide how your data will be shown - you can set up sorting, fields to be shown, and decide if the calls should be auto sort by live calls.

In the example below you can see that we're showing calls in different states, we show the queue and the agent name (if bridged), and we show the talk time and the total duration of the call.

Before creating this widget, check details about reporting in babelforce - the logic behind the filters in this widget is the same as in babelforce call reporting section. Understanding the latter will help you choose the right filters for your needs. Below you can find a list of useful articles on this topic:

babelforce call reporting

babelforce KPIs explained

understanding parent and child calls

4. List 

The list widget type is a flexible one - you can use it to list certain metrics that you wish to add to your babelDesk. The metrics can be added by clicking on the 'Add new Metric' button:

Once you choose a metric, its settings will appear at the bottom of the window:

The settings depend on the metric type - you may need to define the time range, filter agents or call types. It depends on what you need to show in your widget.

Our example below shows today's data for calls of one specific queue - total number of incoming calls, abondend calls, average wait time and longest wait time. The data is updated accordingly to the refresh period set up in the widget.

5. Number

The number widget type is similar to the list one. The only difference is the way it presents the data - not as a list of metrics but as numbers. 

Have a look at the example below - it shows 4 number widgets showing how many calls are active at the moment (All calls), how many are waiting (All waiting), how many are bridged (All bridged calls), and how many active outbound calls are there (Active Outbound).

6. Pie - Inbound Missed vs Accepted Calls

This pie chart gives you an overview how many calls you missed compared to the ones you accepted: 

• There are different configuration options based on your definition of "missed":
  If you want to count calls as "missed" that were hung up while the caller was still in the IVR, leave the queue name empty in the settings.
• If you only count calls as "missed" which already entered a certain queue, then enter the queue name in the settings: 

What we presented in this article is of course just a small sample of what you can add to your babelDesk. How you customize your dashboard and which data you will show depends only on you and your service needs. However, we will share some inspiration with you in the next article.