Comprehensive Dashboard Interface with Deep Customization
Monitor, track and encourage gamification with precision and full clarity through Unity Dashboards deeply customizable information management interface.
With an extensive range of selectable metrics, presented in real-time and available in graphical and tabular formats, alongside configurable thresholds, and alerts. Unity Dashboard is an essential tool for providing real-time visibility of queue conditions across the Call Center or customer business. Suitable for Call Centers of any size, Unity Dashboard provides the flexibility to display key call handling metrics.
Inbound & Outbound Statistics
Combine ACD and outbound stats for customers that utilize a blended Agent workload.
Statistics include Inbound Calls, Outbound Calls, Outbound ACD Calls and Total ACD Calls
Thresholds & Alerts for Supervisors
All statistics can be configured with color-based alerts, graphically highlighting problems for immediate attention.
Graphical elements include Badges and Tiles, Graphs and Charts and Full and Half Gauges.
Configurable Statistics
Dashboard can be configured from over 80 statistics to highlight metrics that are important to the business.
Available in both Tabular and Graphical options, Unity Dashboard allows for full control how key statistics are presented.
Key ACD Stats
See essential ACD statistics to understand quickly how the agents and call centers are behaving .
Statistics include Calls in Queue, Longest Wait Time and Abandoned Calls.
Agent Gamification
Encourage self-management and competition among Agents with Dashboard as the leader board.
For example the top 5 Agents based on answered calls or the top 10 Agents based on outbound ACD calls.
Key Features Summary
Thresholds & Alerts
All queue and agent stats can be configured with a wide range of color based alerts, graphically highlighting problems that require attention
Agent Gamification
Encourage self-management and competition by using Dashboard as a leader board, e.g. show the top 5 agents based on total calls answered
Agent Hook and ACD State
Agent statistics include inbound calls, ACD state, total call duration, outbound total calls, transferred calls, idle time and many more
Queue Statistics
Stats include inbound calls, answered calls, calls in queue, average abandoned time, overflowed calls, service level and agents available
Scrolling Views
Different views can be configured with different stats, call center resources and layouts which can be set to scroll providing ultimate flexibility
Key ACD State
Optionally display all Agents ACD state and engaged/free status. Summarize this with Agents Awaiting Call and Staffed Ratio gauges.