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Overview / Description

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

Viewer

This section covers Command Center Wallboard for Viewer access.

Creator

This section covers Command Center Wallboard for Creator access.

Highlights:

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

  • Compare today's Service Level (GoS), Calls Offered, ASA, Abandoned Calls, and Occupancy with yesterday's trend and the Same Day Last Week (SDLW) trend

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

  • See near real-time information around Calls Handled, Calls Offered, Service Level (GoS), Abandoned Calls, ASA, and Occupancy

Datablocks used:

  • Text Editor

  • Status

  • Gauge

  • Cube Report - Line

  • Drillthrough - Realtime Data

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

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