Enhanced Dashboard Templates

We're in the world of analytics… so we kinda have a thing for picking stuff apart and seeing if we can make it better! Pair that with some good active listening skills and it's only natural that we would pick through our top requests from thousands of live demos and trainings to determine the most sought-after metrics of all. Then, we built them into charts, organized them into visually stimulating arrangements, and made them into easily accessible Dashboard Templates for you!

These pre-designed, ready to deploy templates mix strategic and tactical perspectives that allow you and the team to focus on the vital metrics for your organization to deliver excellent and efficient customer engagements! With key stats, such as % of calls abandoned, the TSF of a group and a historical account of the busy hours of the day - all at a glance - these can be pretty powerful.

In this article, we will show you how to quickly make use of these templates, as well as give you some examples of the types of insights they will deliver.

Hunt Group Template2018-09-14_10-57-21_2.png The Hunt Group Template includes:

  • Time Rates & Averages 
    • Ring Time Average • Abandon Rate • Abandon Time Average
  • Call Counts & Call Distribution 
    • Call Distribution - Call counts of who answered the calls and/or other call actions
    • Count - All Calls by Hour - shows which hours of the day are the busiest
    • Call Count by Exit Reason - shows you why the calls left the hunt group queue

Workgroup Summary (per workgroup)2018-09-14_10-58-58.pngThe Workgroup Summary Template includes:

  • Time Rates & Averages
    • Queued Time Average • Abandon Rate • Abandon Time Average • Transfer Rate
  • Call Counts & Distribution
    • Calls by Agent - number of calls by each agent
    • Busy Hour - shows which hours of the day are the busiest
    • Call Count by Exit Reason - shows you why the calls left the workgroup queue
    • Agent Stats - breaks out call counts and time metrics per agent

ECC Group Performanceecc_group_performance_call_counts_.pngThe ECC Group Performance Template includes:

  • Rates, Percentages, & Averages
    • Queued Time Average • Abandon Rate • Wait Time Average • TSF of the group
    • Average Treatment Time by Wrap Code • Average Number of Agents logged in
  • Call Counts & Distribution
    • Call Distribution - Call counts of who answered the calls and/or other call actions
    • Call Count - All by Hour - shows which hours of the day are the busiest
    • Call Count by Exit Reason - shows you why the calls left the group and during which STI
    • Call Count by Wrap Code - identifies trends by call types
    • Agent Stats - breaks out call counts and time metrics per agent 

Workgroup Real Time Status
For Single or Multiple Workgroups

Workgroup_RT_Status.pngThe Workgroup Real Time Status Template includes:

  • Current Stats
    • Current Max Wait - The maximum time any caller has been waiting in Queue
    • Agent Status - current statuses of the agents of the workgroup
    • Count of Calls Waiting in Queue, Agents Logged In, and Agents Available

  • Today’s Stats
    • Handled Reason Today - Call counts and percentages of call treatments
    • Agent Activity Timeline - shows a timeline of the activities of the agents of a workgroup

ECC Real Time Status
For Single or Multiple Workgroups

ECC_RT_Status_done_.pngThe ECC Real Time Status Template includes:

  • Current Stats
    • Current Max Que - The maximum time any caller has been in the queue for a given group
    • Agent Status - current statuses of the agents of the group
    • TSF - Percentage of calls answered within your service level
    • Count of ACD In Calls • Count of Calls in Queue • Count of Agents Logged In
    • Count of Agents Available • Count of Agents on an ACD calls
    • Count of Agents in Wrap • Count of Agents Idle • Count of Agents in Release
  • Today’s Stats
    • Total Answered Calls • Count of Calls handled by Agent
    • Count of Queued Calls today • Count of ACD In Calls today
    • Agent Talk Time today • Agent Time in Release today
    • Agent Activity Timeline - shows a timeline of the activities of the agents of a workgroup

 

 
 
If you wish to utilize the above templates, here are a few simple steps to follow:
 
2018-09-11_14-30-50.png
 
  1. Navigate to the Edit Dashboards Page in the Sidebar
  2. Click the New Tab Button to open a Create New Tab window
  3. Within the Create New Tab window, Create tab from template; Choose desired template and configurations.
 
If you have any questions regarding Brightmetrics' Reporting and Data Analytics Services, please email us at support@brightmetrics.com.  
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