Dashboard Overview & Navigation
Communication Center Dashboard Access provides comprehensive team monitoring capabilities through dedicated interface
Located in top left navigation menu as second option from top for easy access (00:12)
Delivers real-time visibility into current day performance metrics including inbound calls, outbound calls, and appointment scheduling
Enables proactive team management by allowing supervisors to verify coverage before breaks or schedule changes
Serves as central command center for monitoring agent productivity and availability across all communication channels
Agent Status Classification & Monitoring
Idle Status Tracking identifies agents not currently engaged in active customer interactions (00:12)
Includes agents who recently logged in for their shift and haven't yet received assignments
Captures agents currently on lunch breaks or scheduled breaks for accurate availability counting
Provides duration tracking showing how long each agent has maintained their current status
Enables capacity planning by revealing immediately available resources for incoming workload
Active Agent Distribution across multiple communication channels with detailed status breakdown
Messaging center engagement shows agents actively handling text message conversations
Inbound call management displays agents currently receiving and processing incoming calls
Outbound call activities tracks agents conducting proactive customer outreach or follow-ups
Wrap-up status monitoring captures post-call time for agents completing call dispositions and outcome documentation
Dashboard Filtering & Customization
Default Display Configuration shows working agents with comprehensive filtering options for targeted views (01:34)
"All agents" toggle provides complete team visibility regardless of current activity status
Channel-specific filtering allows isolation of agents handling calls, emails, or text messages
Call direction filtering separates inbound versus outbound call handling agents
Total performance bar at dashboard top aggregates all team metrics for quick performance assessment
Individual Agent Performance Metrics
Comprehensive Agent Data Display provides detailed daily performance tracking for each team member (01:34)
Team assignment identification shows organizational structure and reporting relationships
Current status with duration enables precise tracking of agent availability and productivity patterns
Daily call volume metrics including both inbound call reception and outbound call completion counts
Appointment scheduling tallies track customer booking activities and sales conversion efforts
SMS-Specific Performance Indicators designed for text message workflow management
Active conversation count shows simultaneous text message threads each agent is managing
Longest waiting message tracking identifies potential service delays and priority queuing needs
Response time monitoring ensures consistent customer service standards across text communications
Multi-Location & Campaign Management
Organization-Level Visibility accommodates complex business structures with multiple locations (01:34)
Store assignment tracking clearly identifies which location each agent represents in multi-store Volley accounts
Campaign assignment display in far-right column shows which marketing or sales campaign each agent is actively supporting
Cross-location coordination enables centralized management of distributed teams and consistent service delivery standards
Transcript:
00:12
Speaker 1
We have a dashboard within the communication center that can give you the opportunity to check and see not only your metrics for today, such as the inbound calls, outbound calls and appointments, but also if for instance, you're getting ready to go on break and want to make sure your team has coverage. On the top left. Second from the top is the agent dashboard. When I click into the dashboard, it will show a high overview of all of the agents currently logged into Volley. You can see how many agents are idle. Idle meaning they're not currently taking calls or working on texts or emails. Potentially they just logged in for the day or maybe they went to lunch or break.
00:51
Speaker 1
You'll also be able to see in the top right how many agents are in the messaging center as well as how many agents are inbound calls, outbound calls, or in a wrap up status. Wrap up is the time between calls, when the call has ended and you're submitting the disposition or the outcome of the call. By default it will show the working agents, but you can choose all on the left. You can also choose to filter by calls, inbound, outbound emails or messages. You'll see a total bar on the top which is the total for your team. You'll also see the team they belong to, their name, their current status and how long they've been in that status. You'll also see the number of inbound and outbound calls and the appointment tally for the day.
01:43
Speaker 1
When we look at active conversations and longest waiting, those are in regards to the SMS message screen. What is the longest waiting text they're working on and then active conversations is how many they're working on. If you have more than one store within your Volley account, the organization at the end will note that. You can also see on the far right what campaign they're working on. At the top you can filter for all agents who are in idle or non working statuses, agents who are only on phone calls, only on inbound or outbound, or agents who are only working on emails or only responding to text messages.