New Web Dashboard Design Service Adds Value in Contact Centers

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Custom dashboards create instant awareness among agents, managers and executives

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Contact centers are seeing tremendous value thanks to Inova’s unique ability to pull multiple data sources together and the customization Performance Tracker provides.

Today Inova Solutions announced a new custom dashboard design service for contact centers called Inova Performance Tracker®. Performance Tracker dashboards utilize the contact center’s existing intranet platform allowing the center to leverage existing technology investments. The dashboards are built on intranet platforms such as Microsoft® Internet Information Server (IIS) and other IIS-enabled platforms, including Microsoft Sharepoint®.

Custom dashboards provide unique possibilities

With more than 27 years of call center data reporting experience, Inova Solutions is expanding its global footprint with this new design service. Every piece of a customer’s dashboard is completely customizable, including: layout, color schemes, charts, gauges, images, text, and more.

One of the unique features of Performance Tracker is the ability to bring information from disparate data sources together in one dashboard. Contact center professionals can view workforce management data alongside automatic call distributor metrics and other internal data on one dashboard, or a group of dashboards, thanks to the rules-based engine and thresholds from Inova LightLink®. LightLink serves as the middleware that brings disparate, unintelligible data together and displays it in real-time on consolidated web dashboards.

“Contact centers are seeing tremendous value thanks to Inova’s unique ability to pull multiple data sources together and the customization Performance Tracker provides,” said Inova Solutions’ CEO Pete Sisti. “This new service expands the value of existing intranet investments and adds unbeaten value through our 27 years of contact center expertise.”

The value of custom dashboards

Real-time and historical web dashboards create instant awareness of call center operations and inspire informed action in all viewers, including agents, managers and executives. Dashboards provide the most important call center operational KPIs from multiple data sources in one place for quick and easy visual comprehension. Performance Tracker dashboards are customized to fit the operational goals of each individual customer, and can be personalized even further based on roles within the organization.

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Camille Thompson
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