Analytics Agent Dashboard

UNIVERGE BLUE ENGAGE Agent Dashboard provides supervisors with a clear view of frontline user historical call performance through user-friendly data visualization. The dashboard allows supervisors to see individual agent performance data for inbound and outbound call queues, including metrics relating to calls, occupancy, and queues.

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Additional Benefits:

Data-driven decisions: Supervisors can leverage the ENGAGE Agent Dashboard to reward high performers, identify coaching opportunities, and leverage customer trends to improve their customer experience.

Simple yet powerful analytics: Supervisors can discover insights immediately using the ENGAGE Agent Dashboard’s visuals compared to traditional tabular data.

See improvements over time: Supervisors can adjust the historical date range to view frontline user performance based on their desired timeframe.