Navigating the world of communication in a contact center can often feel like steering through a maze. But, with Aloware’s dashboard, it’s like having a GPS for all your communications. Let’s take a deep dive into this dynamic tool that promises to revolutionize how you manage your communications.
Understanding the Dashboard
Upon logging into Aloware, you’re greeted by the dashboard – a comprehensive, centralized hub tailored for all your contact center communications. Located conveniently in the top left corner, the dashboard button ensures you’re always just a click away from an aerial view of all ongoing activities.
1. Communication Metrics at a Glance
The dashboard provides essential KPIs and metrics related to your communications. From tracking the performance of a specific user, ring group, or the entire company, everything is a fingertip away. Adjust the duration to view metrics for specific days or even create custom time ranges. Filter out data based on direction, answer status, or talk time, offering a clear view of your communication analytics.
2. Communication Logs – A Manager’s Dream
The communication logs section, which encompasses both calls and texts, is a treasure trove of data. It provides a chronological view of all communications, starting from the most recent. You can delve into each piece of communication, view which agent was involved, access call recordings, see the contact details, and even check any applied tags. The detail available ensures that managers have a holistic view of what’s happening in their contact center at any given moment.
3. Transcription – More Than Just Words
The transcription feature stands out by converting voice audio from phone calls into text. This facilitates a deeper analysis of each call, giving insights into the overall sentiment of the communication. Both agent and customer sentiments are represented, providing a clear view of how the interaction fared.
Colored speech bubbles – gray for neutral, green for positive, and red for negative sentiments – allow for a quick understanding. These color codes serve as indicators, especially the red bubbles, which act as alarms for managers to dive deep and find areas of improvement.
4. Call Analytics
The dashboard isn’t just about the raw data; it’s about insights. The call analytics section helps in understanding the broader patterns of communication. With charts and graphs displaying common keywords and their rate of occurrence, managers can identify trends and adjust strategies accordingly.
In the ever-evolving landscape of contact centers, having tools that streamline operations and provide actionable insights is indispensable. Aloware’s dashboard is more than just a feature; it’s a game-changer. It allows you to remain in control, make informed decisions, and ultimately ensure that your contact center is not just operating but thriving. Dive into Aloware’s dashboard today and witness the transformation of your contact center communications!