February 20, 2024

Important Contact Centre Solutions Fundamentals: Understanding Contact Center Dashboards

Contact center dashboards, when operating optimally, offer real-time insights to enhance reporting and KPI tracking. With access to these dashboards, contact center agents and managers can swiftly adjust to improve the customer experience. However, many companies currently lack such immediate insights, which hinders their ability to promptly address customer needs or monitor performance across channels and make necessary improvements. This absence of insight comes at a significant cost.

However, consumers strongly believe that a company is only as good as its service, and are in fact willing to switch brands because of a negative interaction. Customer experience (CX) leaders have identified keeping pace with customer expectations as their greatest challenge.

In this blog, we'll delve into the topic of contact center dashboards, exploring how they contribute to improving CX, customer satisfaction, and loyalty by facilitating real-time learning and adaptation.

We all love a neat dashboard

Contact centers must empower agents, managers, and supervisors with the right data. This entails leveraging customer analytics to facilitate personalized interactions and utilizing performance dashboards to gauge individual agent and team performance against relevant metrics. Typical contact center dashboards showcase metrics such as agent status, number of calls in queue, and longest interaction. Their effectiveness lies in presenting team performance data in a consistent, intuitive, and actionable format, which is especially valuable for hybrid or remote teams. With an all-in-one cloud contact center solution, customizable dashboards and views provide users with a snapshot of pertinent information. Users can effortlessly create and save custom views, streamlining their workflow, and can access dedicated analytics workspaces. Managers and supervisors can swiftly generate custom performance dashboards to share with their teams, regardless of their location.

Why are Contact Center Dashboards so important?

Contact center dashboards offer complete visibility into all operational aspects of a business. 

Enhance decision-making with real-time data. They can provide your business with:

  • Access to comprehensive data within an all-in-one cloud platform.
  • A well- informed decision-making process regarding contact center operations. 
  • Real-time alerts and live streaming data.
  • Event monitoring across queues.
  • Prompt adjustments, and more.

Providing agents with real-time performance metrics empowers them to make decisions that improve individual and team performance. For instance, an agent aware of several callers waiting in queue may delay their break to reduce wait times for callers. Additionally, seamless management of overtime requests can be facilitated during unexpected spikes in traffic through built-in automation and task routing.

Dashboards Boost agent performance…

Agents thrive on recognition and autonomy. High-performing contact center employees value a sense of autonomy and personal responsibility. They are receptive to feedback, eager to acquire new skills, and pursue advancement opportunities.

Dashboards contribute to boosting agent performance by offering immediate feedback on their adherence to KPIs. Simultaneously, managers can monitor individual agent performance and identify areas for improvement.

And…enhance the customer experience

Contact center dashboards provide operational insights across queues, interactions, employee activity, and performance metrics for voice and digital interactions. This comprehensive understanding enables immediate action and facilitates root cause analysis and individual interaction tracking. In-depth insights support the achievement of strategic objectives, drive superior customer experiences, and increase customer satisfaction.

Types of Contact Center Dashboards

Real-time dashboards

Real-time dashboards enable ongoing monitoring of operations, including queue activity, topic trends, and agent skills. Leading solutions offer customizable real-time alerts based on queue, user, conversation, and presence-based metrics. Complex scenarios can be identified through multi-conditional alerts.

Historical dashboards

Historical dashboards maintain historical context throughout the customer journey. Reports generated from these dashboards enable the tracking and analysis of service levels, call times, resolution rates, customer satisfaction, and other crucial key performance indicators.

Agent performance dashboards

Real-time dashboards and up-to-the-second analytics empower contact center management across multiple teams and channels. Customizable dashboards cater to unique business needs, facilitating real-time response and management.

However, it is also important to highlight the key metrics that help gauge the effectiveness and efficiency of contact center operations. Align these metrics with customer expectations, prioritizing speed and first-interaction resolution.

Commonly tracked metrics include:

- Abandonment rate: Percentage of calls terminated before agent engagement.

- Average handle time (AHT): Time spent by agents on incoming calls.

- Average hold time: Average duration of customer hold before agent engagement.

- Call time: Time spent by agents on calls with customers.

- Customer effort score (CES): Measurement focused on service interaction simplicity.

- First-contact resolution (FCR): Ability to address customer needs on the first interaction.

- Net Promoter Score (NPS): Metric based on customer feedback to fuel business growth.

Discover how Aheeva can provide complete operational visibility for your business. Ensure you monitor the right metrics to deliver the expected customer experience.

Explore more during a call with a sales agent now or book a free Demo.