Qualification

What is the Dashboard in wolkvox Manager and what information can I find there?

Symptom / Need

You need to understand the function of the Dashboard in wolkvox Manager and what kind of information you can monitor to optimize the management of your operation.

Context / Scenarios

The wolkvox Manager Dashboard provides a real-time overview of your contact center's operational performance. It includes several tabs with key information to analyze agent activity, skills, campaigns, and more.

Answer (Solution/Recommendation)

The Dashboard is a comprehensive tool that allows you to monitor and analyze different aspects of your contact center operation. The available tabs offer the following functionalities:

• Agents : Monitor agent status and performance, including connected time, calls made, time in After Call Work (ACW), and occupancy percentage.
• Skills : View the performance of skill groups in real time and over the last 20 minutes. Allows you to filter by channel and evaluate the service level (SL).
• Campaigns : Monitor active campaigns, their velocity, status, answered and abandoned calls, and overall results.
• Speech Analytics : Analyze interactions using voice recognition, including sentiments and keywords.
• Gamification : Provides tools to motivate agents by displaying their daily or monthly ranking based on goals and scores.
• Chat and Interactions : Provides a summary of chats and interactions by channel and agent, with details about each conversation.
• Routing Dashboard : Presents information about configured routing points, including interaction volumes and decision paths.

This tool enables informed decisions based on up-to-date data, improving efficiency and customer experience.