End-users, resellers, and channel partners alike are constantly looking for ways to differentiate themselves in a world that's driven by customer and user experience. Thanks to the updated Unity Dashboard solution from Kakapo Systems, users will now be able to create their own customised insights into telepresence performance.
Kakapo Systems is the software development company that specialises in user applications built specifically for BroadSoft. Their Unity Dashboard has been available in "tabular" view, for a while now, but the new "graphical" option is intended help customers transform their insights into call centre and phone performance with customised and easy-to-view displays. We spoke with Steve Tutt, the Marketing Director of Kakapo Systems, about Unity Dashboard, and what it means to the business of tomorrow.
What is Kakapo Systems Unity Dashboard?
Steve began by telling me that Unity Dashboard has officially been available for about a year now. The system was designed by Kakapo to help demonstrate the key metrics of a BroadSoft-operated call centre so that users and admins alike can see how well things are going, or whether there might be any problems holding the business back.
"It's very granular when it comes to what you can see. Like all our products, it's designed for BroadSoft users, and it's highly configurable with a host of graphical operations."
"All your reports simply update and adjust in real-time, and the dashboard can be enhanced to fill any size of screen. You can scroll through multiple views, show different departmental or team stats, and more."
Some of the key features of Unity Dashboard include:
- Alerts and Thresholds: Agent and queue statistics can be configured with specific colour-based alerts that inform viewers instantly of problems with the customer experience (CX)
- Agent statistics: Users can choose to view total call duration, total outbound calls, transferred calls, and idle time for each individual agent
- ACD State: Companies can view other essential statistics like longest waiting times, calls in queue, abandoned calls, and overflow
- Scrolling views: simply move through a range of different queues and information for any ACD environment
- Gamification: Encourage healthy competition among agents by configuring the dashboard as a leader-board, showing top agents based on calls answered and other metrics
What's New to the Unity Dashboard?
While the Unity Dashboard isn't brand-new, the update is what Kakapo Systems is so excited about. This windows app that connects to the BroadSoft system was only available in Tabular format up until this point. However, Kakapo is now offering a "graphical" format too.
"Essentially, you get the same statistics you saw on the table dashboard, with the same colour alerts, and the same real-time updates, but in a brand-new format that's easier to view and assess. This makes it easier for our customers to easily see what's going on in the call centre environment with reports that are fully configurable and easy-to-use."
There are 14 canned layouts available, according to Tutt, which Kakapo Systems hopes will help them to support any variety of customer requirement. These layouts are also customisable, with different configuration elements available so brands can create the dashboard that suits them.
"We think this is an essential update for anyone who's running a call centre on BroadSoft. Anyone running a call centre needs to be able to see what's happening in their organisation in real-time, and they need real flexibility when it comes to what they can see on their dashboard. This way they can make sure that they're achieving their goals."
What Makes the Unity Dashboard So Attractive to Users?
Perhaps the most exciting thing about the Unity Dashboard is the sheer range of different metrics it can show. While some statistics come from BroadSoft, like inbound call volume, for instance, other metrics are offered by Kakapo Systems on a local basis, such as "people awaiting calls".
