In this article, we will explain how the functionality of Dashboards.
What is a dashboard?
A dashboard is a visualization and easy way to present your data. You'll have different widgets which show your data history. Depending on what you want the dashboard to show, you can create different widgets, key numbers, diagrams, etc.
You can create dashboards that are only visible to specific team members, which can be extremely valuable if you have different customers who cannot access the data on other campaigns.
What are dashboards used for?
You can give either your team or your target group a specific focus on an assignment. The benefit of a dashboard is that you only need to visualize the relevant numbers.
Besides, visualize it, you can also create competitions based on the dashboards, e.g., the phoner who sells the most.
You can also stream your dashboard live to an external screen in the call center. You can also generate a direct URL to the dashboard.
How does it work?
1. You need to find the dashboard through "Insights" and afterward "Dashboard":
2. You can create your own personal setup with different widgets, key numbers, placement, etc. You can create a new dashboard in the top right corner.
You can change the time period (e.g., last 30 days) as well as the campaigns.
3. You can also change the layout with your mouse. You can move the widgets around, change the size and also delete the widgets.
4. You can click on the "Add widgets" dropdown if you want to add more widgets. You can add all at once or one at a time. You can also save different campaign setups, e.g., one dashboard for the week and one for the day.
You are also able to create your own KPI's. If you go to Add widget and click on the widget:
And then create your own KPI:
In here, you need first to give the KPI an appropriate name.
Afterward, you need to choose the source. You can choose the following sources:
- Leads, where you can look at leads, contacted at a specific time, with a specific status, etc.
- Calls, where you look at calls, made, duration, if the calls are answered, etc.
- Booking is where you look at bookings made (Only works with calendar users), and you can look at specific meeting status (Held, canceled) and specific calendar users.
- Sales, where you look at sales made (Only works if you have added products to your campaign) by specific users, time, price, etc.
- Sales lines (Only works if you have added products to your campaign) look at specific products associated with a sale if you sell more products in one sale.
- The activity is where you look at specific things agents do in the dialer. For example, the duration of a user's activities.
- Once you've chosen the source, you need to look at the time you will look at. The time differs depending on the source chosen.
Then you need to choose aggregate, which is how you will look at the data from the source. You can count, summarise, find minimum and maximum.
Lastly, you can filter if you only want to find specific things from your data source. In the following example, I've created a KPI showing the total number of successes on leads:
Once the KPI is created, you can use it in your widget. Then it would help if you chose how you want to group the KPI, for example, by the user, time, and campaign.
Then you can give it a name and choose the visualization you want:
Once you've added the widget, you can see the total number and success based on campaigns (In the example, 7 successes in total 2 on the booking campaign and 5 on the sales campaign):
5. The frequency will be instant, so at the moment, a phoner saves a lead as a success. You can, in the top right corner, set it to full screen.
