21 Jul The Nautilus Dashboard
We understand that running a contact center is a huge endeavor, that’s why we designed our Contact Center Solution to come with all the tools you need to succeed. It comes with a seamless internet calling feature that utilizes the powers of Voice Over Internet Protocol (VOIP), a cloud-based reporting portal, and a thorough Call Journey Feature.
In this article, we will be going through our Reporting Portal and one distinctive feature that comes with it. The first thing that you see on your screen after login is the Dashboard. Let’s go ahead and discuss that in detail.
What are the benefits of using a Contact Center Dashboard?
- It allows you to make better executive decisions on the fly. From an operational standpoint, having all the information you need within a moment’s notice is vital. It gives you a bird’s-eye-view of your whole operation and the performance of every queue.
- It lets you optimize agent/team performance. There are days when your queues may be lagging on certain metrics. Depending on the factors (technical difficulties, peak seasons, etc.), your agents might be unaware of their numbers while they’re focusing on answering the phones. Having their stats available at a glance gives you a unique view and allows you to call out where they might be lacking. You can then provide adequate assistance and coaching opportunities.
- Allows for a clear view of the quality of your service. The customer service industry has been steadily moving towards providing a clear and consistent customer journey. Having quick and glanceable access to your contact center metrics lets you track how well you’re doing with regards to that goal.
Everything we do at Nautilus, we do for our customers. And more than anything, we want our customers to be armed with the best tools available. That’s why our Dashboard is designed the way it is.
A dashboard in a contact center acts as a central hub, one that shows you all the metrics you need regarding your key performance indicators (KPIs). It can also show significant data regarding your team. For example, it can show your queue, their real-time performance reports, and many others.
The Nautilus Dashboard does just that and more. From the moment you access our Contact Center Solution, you can see the Dashboard as the top-most tab on your left hand side. Once in the tab, you’ll see the Queue Summary like the image above.
Different Parts of the Nautilus Dashboard
Everyone at Nautilus wants our customers to succeed. We understand that there are many factors that affect customer success (some of which are beyond anyone’s control), but what we are providing you is a software solution that’s designed with you in mind.
The best way to succeed using our software is to completely understand where, when, and how to use the different tools that we’ve built in there. Let’s look at the Reporting Portal below:
The Dashboard is the top-most tab on our Reporting Portal. Clicking it reveals the following: Inbound Queue Summary, Queue 1, Queue 2, Outbound Daily Stats, and Hourly Stats. You can have as many Queues available, of course. Their stats will reflect on it accordingly.
Queues 1 and 2
Outbound Daily Stats
Each part of the dashboard automatically refreshes and updates. If you have multiple queues, you can also filter them accordingly. This is a great feature if you would like to monitor how one particular queue is performing at any given time.
Our Dashboard tracks and shows the following data regarding your contact center:
- Total Calls
- Answered Calls
- Answered within SLA
- Abandoned Calls
- Abandoned within the SLA
- Total Time
- Average Talk Time
- Average Wait Time
- Answer Rate
- Answer Rate within the SLA
- Abandon Rate
- Talking (Talk Time)
- Waiting (Wait Time)
The data above updates in real time. This is so that you have glanceable information available any time you need it.
How to use the Nautilus Dashboard efficiently
Like we’ve discussed above, treat the dashboard as a central hub. It’s a visual medium of the Reporting Portal where you can view everything you need at any given time. If you’re on the management side of your contact center, bookmark the link to the dashboard so that you can easily find it. If you need to make quick operational decisions like, say, putting out more overtime hours if your abandoned rates are getting pretty high, having the dashboard within your fingertips is very handy.
Contact Centers generate a lot of information daily. Our Reporting Portal compiles extensive data regarding your day-to-day operations and lets you access these data given the different sub-tabs included in it. Think of the Nautilus Dashboard as a visual treasure trove of essential information that you and your team can leverage at any time, keep track of everyone’s performance, and help fast-track customer success!
The Call Journey