Dashboard

In Engage, the call center dashboard is basically the main screen of the call center module. It consists of a Summary section along with Live dashboard's of different active campaigns. To land onto the call center dashboard, click Call Center in the quick navigation section of the Communications screen.

1. In the Summary section, you can view the total calls made or total shift contributions done during a certain time period. This information is also displayed via a graph depicting each week of a month.

tip

In the Summary section:

• Call center managers can search and view the stats for all the teams, campaigns and agents working.
• Simple agents cannot view the agents dropdown and can only select their relevant team and campaign from the dropdowns.
• Team leads can only select their relevant team, team members (agents) and campaigns from the dropdown.

2. You can also select and view different call parameter statistics for a certain campaign, a certain team, selected agent and a specific date range of when the calls were made.

Each call parameter is explained below.

Call Parameters	Description
Total Outbound Calls	Total number of outbound calls made to reach donors.
Appointments	All appointments scheduled for donors.
Fund Raised	Total amount of funds/donations raised via the active campaigns over calls.
Average Call Duration	Average time in minutes and seconds for a certain call duration.
Hours Worked	Number of hours an agent in a team worked over a certain call.
Connected Rate	Connectivity rate of a number of calls made to reach donors over a certain campaign.

tip

• Live dashboards appear the moment a user working in a team and active campaign starts calling any donor.
• Call center managers can view live dashboards for all teams and active campaigns. Team leads can view live dashboards for their team only and a specific team member (agent) can only view it for the campaign they are working on.

3. In the Live Dashboard - Campaign name section, you can view a minimal dashboard dedicated to a currently active campaign consisting of 2 different sections. Upper section includes:

• Number of agents working on a particular day.
• Number of calls handled on a particular day.
• Percentage of the data in calls completed.
• Average duration of a call.
• Income raised by a certain call.

Lower section indicates information about each agent in a team working on an active campaign.

Parameters	Description
Shift	Total time an agent worked on a campaign.
Outbound Calls Made	Number of outbound calls made.
Calls Completed	Number of calls completed.
Inbound Calls Answered	Number of inbound calls answered.
Active Campaign	Name of the active campaign.
Status	Current state of the agent.
Income Raised	Total income/donation raised from calls in a campaign.