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 has been designed to be displayed on a TV Wallboard.
Highlights:
· Configure your own announcement message at the top of the page to alert agents to important company information
· Compare today's Abandoned Calls, ASA, AHT, Service Level (GoS), with yesterday's 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, AHT, Answer Rate, Number of Calls Waiting and Longest Wait Time.
Datablocks used:
· Status
· Gauge
· Cube Report - Line
· Drillthrough - Realtime Data
Please refer to the Amazon Connect Data Dictionary for definitions of custom KPI's used within this dashboard