Real-time Dashboard: All metrics in one place

Tegsoft Dashboard is a powerful monitoring tool designed with the intent of real-time monitoring for Tegsoft Contact Center users. It is a data analytics monitoring solution that lets the users track their contact center performance metrics and visualizetheir data sets, easily. 

With Tegsoft Dashboard, the users are enabled to obtain a high-level view of their metrics with which they can drill down and analyze the details.

In addition, Tegsoft Dashboard provides businesses with a variety of features like agents' current state, call metrics, and real-time dashboards to keep track of contact center performance efficiently. 

The statistics and data monitored in the Tegsoft dashboard are explained in detail below.

SUMMARY DASHBOARD

Summary Dashboard enables users to monitor summary statistics and data in the contact centersynchronously.

The details of summary statistics and data are given below.

 ➤  Inbound Voice Calls
      (waiting customers, service level, answer rate, abandon, answered, overflow and transfer calls, longest and average talk times, etc.)

 ➤  Inbound Chat Calls
      (waiting customers, service level, answer rate, abandon, answered, overflow chat calls, longest and average wait times, etc.)

 ➤  Campaigns
      (voice, SMS, and e-mail campaigns, in progress, not called, completed, scheduled campaigns) 

 ➤  Agents
      (busy, idle, login and not ready agents) 

 ➤  Activities
      (Number of activity top groups, activity groups and activities in the full day and in the last hour)

AGENTS DASHBOARD

Agents Dashboard enables users to monitor call traffic and agent states for all queues in the contact centersynchronously.

Agents Dashboard enables users to change agents’ state to;
    ➤  Ready (Idle),
    ➤  Not Ready (After Call Work, Lunch, Break, Medical, Technical Issue, Back Office Activity, Meeting, Coaching or Other),
    ➤  Logout.

The view of the agent cards can be customized with the options in the upper left corner of the screen.

INBOUND DASHBOARD - Summary

Inbound Summary Dashboard enables users to monitor the summary of inbound call statistics and data in the contact centersynchronously.

The details of inbound call statistics and data are given below.

    ➤  Waiting customers
    ➤  Service level and answer rate
    ➤  Wait and talk times
    ➤  Abandon, answered, overflow and transfer calls
    ➤  Agents’ states
    ➤  Most busy inbound call queues
    ➤  Pie chart of inbound calls distribution
    ➤  Pie chart of agents’ states distribution
    ➤  Bar chart of inbound calls distribution

INBOUND DASHBOARD - All Queues

Inbound All Queues Dashboard enables users to monitor the inbound call statistics and data on a queue basis in the contact centersynchronously.

OUTBOUND DASHBOARD

Outbound Dashboard enables users to monitor the outbound call(mostly campaign) statistics and data in the contact centersynchronously.

The details of outbound call statistics and data are given below.

On a campaign basis;
    ➤  Voice, SMS and e-mail campaigns,
    ➤  In progress, not called, completed and scheduled campaigns
    ➤  Longest and average talk times
    ➤  Agents’ states
    ➤  Campaign report

ACTIVITIES DASHBOARD

Activities Dashboard enables users to monitor the activities statistics and data in the contact centersynchronously.

The details of activities statistics and data are given below.

On a channel basis;
    ➤  Number of activities in the full day and in the last hour
    ➤  Number and pie charts of activity top groups in the full day and in the last hour
    ➤  Number and pie charts of activity groups in the full day and in the last hour
    ➤  Number and pie charts of activities in the full day and in the last hour

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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