Symptom / Need
Users managing campaigns, agents, or data within the contact center need to understand the purpose of the different Dashboard tabs to oversee operations, monitor results, and make strategic decisions efficiently.

Context / Scenarios
The Dashboard is a real-time monitoring tool that provides a centralized view of key operational data. It contains several tabs, each designed to provide specific information. Users can explore these tabs to improve resource management and decision making.

Answer (Solution/Recommendation)
The main tabs of the Dashboard and their purposes are as follows:

1. Agents
   
   
   • Purpose: Monitor the current status of agents in real time.
   • Utility: View who is available, on call, or idle, as well as session details and uptime. Helps supervisors balance workloads and make quick decisions about resource allocation.
2. Skills
   
   
   • Purpose: To provide a detailed view of the performance of each skill.
   • Utility: Allows you to analyze the volume of interactions by skill, effectiveness, and resolution rates. This tab is essential for improving skill assignment and optimizing agent training.
3. Campaigns
   
   
   • Purpose: To show the status and key metrics of active campaigns.
   • Utility: Facilitates monitoring of outbound campaigns, displaying statistics such as dialing speed, processed records, and contact rates. Supervisors can adjust parameters to maximize campaign effectiveness.
4. Speech and text analysis
   
   
   • Purpose: Provide insights into the content of interactions through voice and text analysis.
   • Utility: Identifies keywords, emotions and topics discussed in conversations, helping to assess service quality and detect compliance or customer satisfaction issues.
5. Routing dashboard
   
   
   • Purpose: Monitor call routes and their behavior in real time.
   • Utility: Helps identify bottlenecks in call routing and allows you to optimize the distribution of interactions to improve efficiency.
6. Gamification
   
   
   • Purpose: Drive agent engagement by visualizing achievements and performance metrics.
   • Utility: Promotes motivation by showing performance comparisons and rewards based on achieved objectives.
7. Chat & Interactions
   
   
   • Purpose: To enable real-time monitoring of chat and other digital channel interactions.
   • Utility: Provides a consolidated view of ongoing conversations, chat agent status, and interaction outcomes.

Each of these tabs is designed to provide specific visibility into different aspects of the contact center, allowing users to make data-driven decisions and improve the overall customer experience.