Dashboards Overview
When you log into the inContact WFO Web Portal, it opens to the last page you accessed. The first time you log in, it opens to the Home tab. You can also return to the Home tab at any time.
The Home tab is your "welcome" to the portal, and you can customize its appearance using Dashboards.
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 Home tab default dashboard. You can also create new dashboards.
Benefits of dashboards include:
- Live feeds and performance metrics offer better awareness of performance against KPIs.
- Goal-oriented self-management allows agents to better prioritize duties and tasks.
- Near real-time data feeds allow supervisors, managers, and so forth to manage more effectively.
- Managers or executives can manage utilization and quality, and push communication to staff.
- Widgets 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 inContact Group, and another version to show your performance based on a specific evaluation form. A maximum of 10 widgets can be displayed per dashboard (this is a browser performance constraint).
Some widgets pull information from different inContact Workforce Optimization applications, such as inContact Workforce Management v1 and inContact Speech Analytics. Depending on your deployment model and other factors, not all widgets may apply to your system.