We are pleased to announce that our Unity Dashboard app is the winner of UC Today’s Best Call Analytics award!
“Chosen for their innovation, and the contribution they’ve made to the UC industry this year” – UC Today
Available in both tabular and graphical views, Unity Dashboard offers an essential tool for providing real-time visibility of queue conditions across the Call Center or customer business.
Suitable for Call Centers of any size, Unity Dashboard provides the flexibility to display key call handling metrics:
Thresholds & Alerts: All queue and agent statistics can be configured with a wide range of colour-based alerts, graphically highlighting any problems that require immediate attention
Agent Gamification: Encourage self-management and competition among agents by using Dashboard as a leader board, e.g. show the top 5 agents based on total calls answered
Queue Statistics: Queue statistics include inbound calls, answered calls, calls in queue, average abandoned time, overflowed calls, staff ratio, service level and agents available
Agent Hook and ACD State: Agent statistics include inbound calls, ACD state, total call duration, outbound total calls, transferred calls, idle time and live calls
Tabular & Graphical View: Tabular and Graphical options provide an easy way to showcase headline stats, with detailed tabular breakdowns available if required. With a range of bar charts, gauges, tiles and badges, Unity Dashboard provides an engaging visual interface.