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Know Your Dashboards
VCC Analytics offers the following four dashboards to monitor your contact center performance:
- Agent Comparison Dashboard: This gives an overview of metrics for agent productivity by agent group and by agent. Observe the metrics to compare the productivity of the desired groups.
- Agent Group Queue Service Dashboard: Using this dashboard, you can ensure that agents with the right skills are allocated to the right queues. If you have agent groups serving multiple queues, you can track the number of interactions the group spends on serving each queue.
- Big Picture Dashboard: This dashboard provides a quick overview of contact center performance by tracking traffic via channels and queues, and by checking the productivity of agents servicing these queues.
- Queue Dashboard: This dashboard provides an activity summary of each queue during a specified time range. It includes the number of calls that entered queues, calls answered, service level, average handled time, maximum waiting time, and more.
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