Standard Dashboards: Today Queue Overview

“What should I look for?”

• Look at the current day’s call data to address performance issues before they affect the entire work day. Use the big number stats to analyze whether your call center is performing up to par. In the [Active Agents] and [Active Interactions] reports, check the current state of interactions and agents in each queue. The [Other Interaction Types Handled Today] report should help you understand what kinds of interactions each queue is handling. The three bar charts at the bottom show call volume and wait time by hour of the day. Viewing these charts everyday should help you recognize patterns in your contact center throughout a workday, and develop a plan to improve efficiency.

“How often should I check this dashboard?”

• We recommend checking this dashboard at least a couple times daily. Once in the morning and once in the afternoon.

“What do I do with the information?” (suggested actions or filters)

• If the big number stats are not meeting your company’s target metrics (e.g. less than 5% of calls abandoned), refer to the top report [Inbound Call Report Today] to try to identify which queues are struggling. Use the [Active Agents]  report to see which agents are relatively available, and reconfigure which agents are in each queue, to increase the efficiency of the queues that need improvement. Viewing these charts everyday should help you recognize patterns in your contact center throughout a workday. Use these patterns to improve scheduling and queue management for your company.