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.
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
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