This article describes the functionality of Real-Time Dashboard feature which is designed to informatively represent actual call statistics for a UNIVERGE BLUE™ ENGAGE Core on UNIVERGE BLUE™ CONNECT.

Real-time Dashboard is available:

- for admins from Control Panel:
UNIVERGE BLUE™ CONNECT > Contact Center > Reports > Dashboard icon in the right upper corner.

- for Managers from UNIVERGE BLUE™ CONNECT Desktop Application:
UNIVERGE BLUE™ ENGAGE icon > Reports icon > Launch Wallboard

App

The URL for the dashboard can be copied and used without application or provided to anybody.

Dashboard

  • Calls in queue: calls which just entered in queue and waiting on hold to be picked. This will be colored accordingly to the Max number of callers on hold value, which is set under UNIVERGE BLUE™ ENGAGE Settings:
    • Green: number of actual calls in queue < Max number of callers on hold
    • Orange: number of actual calls in queue = 0.75 x Max number of callers on hold
    • Red: number of actual calls in queue = Max number of callers on hold
  • Agents with customers: current calls picked up by agents
  • Total active calls: Calls in queue + Agents with customers
  • Agents logged in: number of agents logged in to this Contact Center group
  • Average time on hold
  • Average talk time
  • Calls answered
  • Calls abandoned

Counters for answered and abandoned calls and averages are reset at noon accordingly to the Time Zone of the Contact Center group.

The bottom indicator reflects the current state of Average time on hold according to SLA (Service Level Agreement) compliance:

  • Green: under SLA1
  • Orange: between SLA1 and SLA2
  • Red: above SLA2

SLA can be modified in Control Panel:
UNIVERGE BLUE™ CONNECT > Contact Center > Reports > Settings icon in the right upper corner.

More information about UNIVERGE BLUE™ ENGAGE Reports can be found in the article.