It is no longer necessary to have your agents in just one place, with our Call Center Dashboard, it’s possible to have complete monitoring and measurement of the agents' performance even when they are telecommuting.
- Reports
- Notifications
- User Profiles
- Interval Analysis
Our ViciDial Dashboard is an interface offering real time insight into your agents production and ranking, giving your management and agents deeper learning about improvement opportunities for your team.
Disposition
Analysis Percentage of disposition incidence for real time insight into data usage.
Search Recordings
Search for and play call recordings directly through the interface.
Gamification
Offer incentives to agents based on their ranking against other agents using our real time agent ranking algorithms.
Agent Performance
Real time data for agents sales, sale ratio, calls handled, and actual work time (taking out breaks and extended dead calls or disposition selections).
24/7 Live Connection To ViciDial
ViciDial is the most popular open source call center suite that specializes in predictive auto-dialing and routing of incoming calls with management, chat and email communication modules.
Complete Follow-up for Call Centers in Telecommuting
Facilitates the coordination of teams distributed geographically or at work from home since it gives supervisors performance measurements.
Automatic Cost Analysis
- Total
- Net Income
- Gross Income
- Actual Agent Work Time
- Sale Ratio by Agent/User Group
- Total transfers by Agent/User Group
- Real-time Agent/User Group Statistics
- Actual Cost of Sale by Agent/User Group
Time Credits and Management
- Payroll Reports - Generate payroll for each agent by actual work time
- Credit back Agent work time for allowed pause codes (Payroll Purposes)
Adherence Detail by Agent KPIs
- Wait Time
- Talk Time
- Dead Calls
- Time Waiting
- Staffed Time
- Disposition Time
- Average Handling Time
Global Agent Ranking by
- Transfers
- Sales Ratio
- Rejections
- Total Calls
- Work Time
- User Group
- Revenue Generated
- Detailed metrics reports
- Disposition Adherence Ratio
- Real-time agent performance
- Show performance by date range
User Profiles
- Admin/Manager: Visibility on all teams and campaigns
- Admin/Manager: Visibility on all teams and campaigns
- Quality Control Agent: Access to evaluate calls for quality control.
- Quality Control Manager: Access to edit, evaluate, dispute and view evaluations for quality control.
- Contractor: Visibility over your team’s campaigns and agents, with personalized cost adjustments.
- Agent: Visibility of personal statistics, calculation of income, access to individual evaluations of quality control and global ranking of agents.
For any growing call center, building your business on ViciDial is a reality; however, having smart, real-time data to make effective decisions is a constant challenge. Also, when exporting multiple reports simultaneously, the system tends to have report performance issues, which can affect the quality of its entire operation.
Call Center Dashboard
Thinking about this, an initiative was born to create a dashboard. One that allows the user to manage multiple campaigns, multiple sites and the performance of their agents intuitively, efficiently, and in real-time. Thus improving staff performance and operating productivity by providing the appropriate means to make assertive decisions.
Based on our experience, we have integrated a quality control module that will allow your company to review your agent’s call handling and then integrate statistics into the general interface.