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Overview inView™ Customer Dashboards

  • Use dashboards for real-time performance management
  • Aggregate data from multiple sources - Customer Relationship Management (CRM) platform, inContact Automatic Call Distribution (ACD)/Interactive Voice Response (IVR), and more
  • Customize visibility for all levels of your organization
  • Track key metrics using dynamic performance modules
  • Includes customizable dashboards for agents, managers, and executives
  • Drive agent engagement and empowerment with real time visibility and gamification

inContact inView™ is a revolutionary, optimization solution engineered by call centers for call centers. inView™ drives successful execution, by aggregating performance data from disparate systems, and acting on the data with proven business improvement processes. inView™ increases accountability and creates a culture of continuous development essential to reaching business objectives. inView™ is a suite of management tools developed to meet the specific needs of front line sales and service activities. By delivering real-time, personalized performance data to every employee on the floor while automating critical managerial activities, inView™ increases efficiency for management, supervisors, and agents.

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Details

  • Use dashboards for real-time performance management

    When performance is measured, it improves. Use inView™ to create customizable dashboards for all levels of your organization including agents, managers, and executives.

  • Utilize data from multiple sources (CRM, inContact ACD/IVR, and more)

    inView pulls in data from multiple systems such as your Customer Relationship Management (CRM), Automatic Call Distributor (ACD), and Interactive Voice Response (IVR) to give you a holistic view of what’s happening, real-time, throughout your organization.

  • Customize visibility for all levels of your organization

    Create customized dashboards for all levels of your organization including agents, managers, and executives. Easily create detailed summaries for agents and higher-level dashboards, with drill down functionality, for managers and executives.

  • Track key metrics using dynamic performance modules

    Engaging agents can be challenging. By letting agents monitor their own performance with customized dashboards, they’ll understand exactly where to focus their efforts and realize a new level of engagement. They can quickly check a summary of their performance, see trends over time, establish where they rank compared to other agents, and get an instant view into how close they are to earning performance bonuses. Managers also need customized dashboards for getting quick insights into their team’s and individual agents’ performance. inView breaks down and highlights key performance indicators based on set targets so managers can quickly identify problems. Executive dashboards highlight a high-level view of an organization’s performance. Customized alerts and automated interval reports pinpoint great or worrisome metrics that deserve further investigation.

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