Build Your Own Dashboard (Wallboard)

Call center dashboards (wallboards) visualize real-time calling stats, KPI (Key Performance Indicator) information, and other helpful metrics to keep agents and supervisors on track and in sync with their call center goals. One or multiple screens displayed on call center walls, supervisor, or agent screens.

When combined with the “right” KPIs and information, call center dashboards (wallboards) can bring in a variety of positive impacts:

• Call activities at the moment: get insightful overview on current call activities of a queue or all queues, including total number of waiting calls, active calls, missed calls, abandoned calls, answered calls, and total calls of the day, week, or month.
  
  
• Agent overview: monitor the presence and activity status of your queue members at a glance, including total agent number, number of agents who logged in and agents who are on break.
  
  
• SL/SLA: visualize the SL or SLA for each queue based on the parameters that you have set up. Supervisors can also configure the threshold to receive instant alerts when it reaches the predefined threshold.

In order to achieve the positive impacts mentioned above, Tegsoft gives its users the ability to build their own dashboard(wallboard) with the help of rest APIs and integrate them into other software they currently use, in addition to the dashboard included in the software. Tegsoft Dashboard APIs are explained in detail in the following section of the article.

Contact Center Dashboard Examples

A few examples of dashboards that can be built using the rest APIs are given below.

Example #1


Example #2

 Example #3

 Tegsoft Dashboard

TEGSOFT DASHBOARD REST APIs

1. GET Real time status of agents

Using this API, users can build custom dashboards for contact center supervisors to monitor agents data such as

• Agents’ status
• Agents’ extension
• Agents’ account settings
• Agents’ last call details

in real-time.

Example Request:

{{PROTOCOL}}://{{TEGSOFT_SERVER}}/Tobe/view/RealTimeAgentsData?service=allAgentDetails

➤ For request's all parameters and example response, please review the "Real time status of agents" in APIdocs.

2. GET Real time status of skills

Using this API, users can build custom dashboards for contact center supervisors to monitor skills data such as

• Active agents in skill and their details
• Skill summary (Number, Total talk time, SLA, Priority etc.)
• Skill settings

in real-time.

Example Request:

{{PROTOCOL}}://{{TEGSOFT_SERVER}}/Tobe/view/RealTimeSkillsData?skill=7000

 ➤  For request's all parameters and example response, please review the "Real time status of skills" in APIdocs.

3. GET Real time status of campaigns

Using this API, users can build custom dashboards for contact center supervisors to monitor campaigns data such as

• Active agents in campaign and their details
• Campaign settings

in real-time.

Example Request:

{{PROTOCOL}}://{{TEGSOFT_SERVER}}/Tobe/view/RealTimeCampaignData

 ➤  For request's all parameters and example response, please review the "Real time status of campaign" in APIdocs.

4. GET RealTimeWebchatData

Using this API, users can build custom dashboards for contact center supervisors to monitor webchat data such as

• Webchat summary (total call number, max and average wait time, max and average talk times, answered/abandon/overflow call number, SL, etc.)
• Webchat session count based on channel

in real-time.

Example Request:

{{PROTOCOL}}://{{TEGSOFT_SERVER}}/Tobe/view/RealTimeWebchatData

 ➤  For request's all parameters and example response, please review the "RealTimeWebchatData" in APIdocs.

5. GET Real time status of trunks and extensions

Using this API, users can build custom dashboards for contact center supervisors to monitor trunks and extensions data such as

• Trunks details and settings
• Extensions details and settings

in real-time.

Example Request:

{{PROTOCOL}}://{{TEGSOFT_SERVER}}/Tobe/view/RealTimeEndPointData

 ➤  For request's all parameters and example response, please review the "Real time status of trunks and extensions" in APIdocs.

6. GET Real time status of infrastructure and active users

Using this API, users can build custom dashboards for contact center supervisors to monitor infrastructure and active users data such as

• Active calls/channel
• External channel count
• Login/Ready agents
• Web memory
• Load average
• Disk details

in real-time.

Example Request:

{{PROTOCOL}}://{{TEGSOFT_SERVER}}/Tobe/view/RealTimeInfrastructureData

 ➤  For request's all parameters and example response, please review the "Real time status of infrastructure and active users" in APIdocs.

7. GET Active Project List

Using this API, users can build custom dashboards for contact center supervisors to monitor active project list in real-time.

Example Request:

{{PROTOCOL}}://{{TEGSOFT_SERVER}}/Tobe/view/ProjectsDataServlet

 ➤  For request's all parameters and example response, please review the "Active Project List" in APIdocs.

8. GET Real Time Activity Data

Using this API, users can build custom dashboards for contact center supervisors to monitor activity data based on full day and last hour in real-time.

Example Request:

{{PROTOCOL}}://{{TEGSOFT_SERVER}}/Tobe/view/RealTimeActivityData?channel=ALL

 ➤  For request's all parameters and example response, please review the "Real Time Activity Data" in APIdocs.

Tegsoft makes no representations or warranties, either express or implied, by or with respect to anything in this document, and shall not be liable for any implied warranties of merchantability or fitness for a particular purpose or for any indirect, special or consequential damages.

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