Inbound & Outbound
Combine ACD and outbound stats for customers that utilize a blended Agent workload.
Statistics include Inbound Calls, Outbound Calls, Outbound ACD Calls and Total ACD Calls
Thresholds & Alerts
All statistics can be configured with colour based alerts, graphically highlighting problems for immediate attention.
Graphical elements include Badges and Tiles, Graphs and Charts and Full and Half Gauges.
Dashboard can be configured from over 80 statistics to highlight metrics that are important to you.
Available in both Tabular and Graphical options, Unity Dashboard let’s you control how your key statistics are presented.
Key ACD Stats
See essential ACD statistics to understand quickly how the agents and call centers are behaving .
Statistics include Calls in Queue, Longest Wait Time and Abandoned Calls.
Encourage self-management and competition among Agents with Dashboard as the leader board.
For example the top 5 Agents based on answered calls or the top 10 Agents based on outbound ACD calls.