User experience and interface for call center monitoring dashboard
Prototype (open with Chrome)
The product offered a dashboard for Product Managers, Developers and Customer Support personas. However, contact center has the following personas who would be using the dashboard as well.
Personas
1. Architect - Who builds and migrates the Contact Center from legacy system to Amazon Connect
2. Supervisor - Responsible for a set of agents or a contact center site/department
3. Operations team - Making sure the system is working end-to-end in terms of agents, contact and health of the system.
We would be picking operations team as our target persona for the first MVP as they take care of the end-to-end health/operation of the contact centers.
Limitations of the previous dashboard we would like to fix
1. Looks at the metrics from a calls perspective than agent or contact or system health perspective.
2. The system does not show any MAU/DAU or live agent information for operations teams to take actions when they drop or grow.
3. The system shows no agent/contact/queue/routing profile aggregations.
Use cases
Use case 1: Customer X is an online tax filing company running a contact center. X has several of their agents working from home. The operations team would like to know up to date information about the agents and their health in terms of technical issues.
+ The operations team can see the total number of agents/duration of states online/offline and their relative percentages so that they know how many agents are working/not available during a time period or in real-time
+ The operations team can see the total number of agents/duration of states on call so that they know how many agents are engaged to customers during a time period or in real-time.
+ The operations team can see how many call attempts are being made by the agents in real-time so that they can see the number of outgoing call attempts.
+ The operations team can see the number of missed calls so that they know how many agents are not attending the calls.
+The operations team can see the total number of agents/duration of states on after call work so that they know how many agents are doing after call work related to the call in real-time or in a time period.
+The operations team can see how many calls are in failed to connect customers/agents state so that they know how many calls are failing to connect to the customers/agents in a period of time and in real-time
+The operations team can see the DAU and MAU values by selecting the appropriate time filters so that they can see the trend in growth or decline is agents activity.
Use case 2: Customer Y is a banking company running multiple contact centers. Y has several of their agents working from different sites and are served by two different Amazon Connect Instances (US East and US West) hence the operations team would like to know up to date information about site, instance and agent status
+ The operations team can see the data from all the instances and also separate the data from instances by a filter so that they know which AC instance has issues.
+ The operations team can see the agents statistics by different queues/routing profiles/sites so that they can easily detect different queues/routing profiles/sites which are underserved or overserved by agents.
