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Table of Contents

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Overview / Description

The Command Center Wallboard showcases what is happening 'Today' “Today” in the contact center. It offers a holistic view of the entire operation for the current day. It has been is designed to be displayed on a TV Wallboard.

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Viewer

Info

This section covers Command Center Wallboard for Viewer access.

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Creator

Info

This section covers Command Center Wallboard for Creator access.

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Highlights:

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  • Configure your

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  • own announcement message at the top of the page to alert agents to important company information

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  • Compare today'

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  • s Service Level (GoS)

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  • , Calls Offered, ASA, Abandoned Calls, and Occupancy with yesterday's

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  • trend and the Same Day Last Week (SDLW) trend

  • See real-

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  • time Agent Status information and be alerted when agents spend too much time in one state

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  • See near real-time information

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  • around Calls Handled, Calls Offered, Service Level (GoS), Abandoned Calls, ASA

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  • ,

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  • and Occupancy

Datablocks used:

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  • Text Editor

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  • Status

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  • Gauge

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  • Cube Report - Line

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  • Drillthrough - Realtime Data

Please refer to

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the https://prophecyinternational.atlassian.net/wiki/spaces/eMite/pages/184877149/Amazon+Connect+Data+Dictionary for definitions of custom KPIs used within this dashboard.