Dashboards Overview
Dashboards are part of the basic inContact Workforce Optimization system. This feature includes a variety of widgets that display news, QA-related information, call center performance metrics, and more.
Based on your permissions and the widgets available in your system, you can select which widgets you want to display on your default dashboard. You can also create new dashboards.
Benefits of dashboards include:
- Live feeds and performance metrics that offer better awareness of performance against KPIs
- Goal-oriented self-management that allows agents to better prioritize duties and tasks
- Near real-time data feeds that allow supervisors, managers, and so forth to manage more effectively
- Ability for managers or executives to administer utilization and quality, and push communication to staff
- Widgets that offer drill-down capabilities to provide users with additional insights
You can display the same widget multiple times on the same dashboard. For example, you might want to configure one version of the QA Benchmark widget to show your performance compared to your