babelDesk

• babelDesk - an introduction
• Adding a babelDesk and managing its access rights
• Building babelDesk - how to add, edit, and manage widgets
• Building babelDesk - widget examples
• Building babelDesk - dashboard inspirations

Dashboards

• babelforce monitoring dashboards - an introduction
• How to structure your Dashboard - some inspiration
• The data basis for the Dashboards - the JSON files (1)
• The basis for the babelforce dashboards - the JSON files (2)
• Managing your dashboards via our API
• The agent overview dashboard

babelforce KPIs explained

• babelforce KPIs explained

babelforce reporting explained

• babelforce hangup reasons explained - outbound calls
• Understanding babelforce call reporting
• Hangup reasons for inbound calls
• How to find transferred calls
• Reporting Resources - Excel and Google Sheet templates

Tips and tricks to build your sheet reports

• Creating agent activity reporting
• How to download a table of calls for your own analysis
• How to analyze AHT or talk time

Using Zendesk GoodData

• Reporting with Zendesk
• Creating inbound service level reports with Zendesk and Gooddata
• Getting custom field data into Zendesk tickets and reporting on them with Zendesk Explore
• How to report on service level targets
• How to measure AHT in Zendesk tickets
• Reporting on multiple calls in a certain time period with Zendesk and Gooddata

Geckoboard

• Getting started with Geckoboard
• Monitoring agent presence and call acceptance behavior
• Number of calls, average and maximum wait time by queue