Agent Dashboards

Agent Dashboards is a new Chronicall module that expands Chronicall Desktop and the Realtime module even farther. It brings Realtime data out of the web browser and onto each user's desktop with pop-up information windows, wallboard widgets, the ability to give reason codes when the user becomes busy or logs out of their phone, and more. 
If a user has been selected by an administrator as an Agent Dashboards user, they will have access to Agent Dashboards features when they log in to Chronicall Desktop.
Dashboard Desktop Widget
One of the major features of Agent Dashboards is the Dashboard desktop widget. This widget will appear automatically when an agent logs in and will hover above all other application windows. The Dashboard displays real-time data; any Realtime value that can be used to create widgets or values on a Realtime canvas can be added to the Dashboard by an administrator. Each agent's Dashboard is unique to them and can display information about the entire phone system or about the agent specifically.
There are three ways to display the Dashboard. Right-click on the widget or on the Xima ball icon in the taskbar and expand the Dashboard menu to see them. The first type is Single. This widget displays one value at a time and slowly cycles through them. The animation used to move from one value to another can be set by right-clicking on the Dashboard and choosing a setting from the Animation menu. 
The Dashboard's opacity can also be changed. At the right end of the opacity slider, the Dashboard will be completely opaque. As you move the slider to the left, the Dashboard will become more transparent, until finally, it will be completely see-through. At this end, you can click through parts of the Dashboard area to interact with other applications behind it.
The second way to display the Dashboard is with the Floating style. This is similar to the Single style, but it shows all of your Realtime values at once instead of showing one at a time.
The third way to display your Dashboard is by docking it to the side of the screen. This adjusts the contents of your desktop to make room for a taskbar that displays all of your Realtime values. Using the Docked style guarantees that the Dashboard will never cover up any other application, and it blends in well with the operating system environment. Drag and drop the Dashboard to any side of the screen to move it around.
If you want to hide your Dashboard, you can right-click on it and choose Hide, or expand the Dashboard menu and select Hidden. To view it again, right-click on the Xima icon in the taskbar, open the Dashboard menu, and choose one of the display types.
In addition to the main Dashboard widget, you can also display any of the familiar Realtime widgets, such as gauge widgets and bar graphs, on your desktop. These are created by an administrator within Chronicall and can be moved and resized, just like the Dashboard.
While you are logged in to Agent Dashboards, pop-up notifications and information windows will appear on your screen when you make or receive a call.
When your phone rings with an inbound call, an information window appears in the bottom right corner of the screen. This window contains the caller ID and phone number of the caller, as well as their geographic location. You can also add an account code to the call in the text field below, or right-click anywhere in the pop-up to add notes.
This window will stay open even after the call ends, allowing you to add information at any time. Click the check mark to save your changes. If you need to bring up the most recent call window again, left-click on the Xima icon in the taskbar. You can also right-click on the icon, expand the Recent Calls section, and choose any recent call from the list.
Making an outbound call while logged in to Dashboards will create another kind of pop-up window. This one allows you to associate the outbound call with one of your hunt groups.
When you change your call availability status or log out of your extension, a third type of pop-up window will appear, giving you a chance to explain why you are busy or stepping away from your desk.
All of the information you submit from these various pop-up windows goes into the Chronicall database and can be viewed from within Chronicall or used to run reports. This includes the account code and notes set for inbound calls, the associated hunt group for outbound calls, and the reason codes for call availability changes or logging out.
Was this article helpful?
0 out of 0 found this helpful
Have more questions? Submit a request
Powered by Zendesk