Call Insights Dashboard Follow

Real-time visibility over the Call Center Operations

Empower your team with a dynamic dashboard that offers real-time insights into your call center activity. From call tracking to agent management, this feature provides the real-time insights you need to make informed decisions, optimize workflows, and drive exceptional customer experiences

Tailored to meet the needs of both small support teams and large-scale contact centers, our dashboard offers a flexible solution to enhance operational efficiency and drive customer satisfaction.

Some key benefits:

• Operational visibility: instantly view the queue of incoming and outgoing call activity, and the agents handling them, all in one place.
• Smarter workforce management: Monitor agent status, group assignments, and key configurations to ensure optimal alignment with your business goals.
• Faster Response Times: quickly identify bottlenecks and reallocate resources to maintain service levels.

What does the dashboard display?

• Call management:
  • Inbound call queue with caller’s contact and case information and assigned agent.

• Outbound call queue with recipient’s contact information  

• Agent management:
  • Agents’ status: Available, Off-line, Busy, On call
  • Agent’s dialer configuration: what type of calls can the agents pick up
  • Assigned Agent group: designated agent group with its own rules (see more – link to agent group doc)
  • Agents’ Time management: Time the agent has been in their current state
  • Assigned call: caller/recipient’s identification number
  • Access to the information of the case/client at any time during the call.

NOTE: The Inbound and Outbound call queues display only calls that are currently ringing. Once a call is answered, either by the agent (for inbound calls) or by the client (for outbound calls), it is removed from the respective queue and appears in the Agents section instead.