7 Pre-defined widgets
for the best data insights

contactcentersoftware

Agents shifts:

Gives the details for each agent of the
log in / log off in each status.

cloudcontactcenter

Agent time split:

Gives the details of time for each agent
spent in each status.

cloudcontactcenter

Agent numbers:

Gives a mix of statistics (quantity and time)
for each agent.

capacity

Capacity

Shows the % of answered calls vs the number of logged in agents

contactcenterpricing

Performance

Gives a mix of statistics for each agent
showing his performances

apibasedcallcenter

Call reaction

Shows the split answered
calls vs abandoned calls.

fcr

FCR

FCR – First Call resolution or FCR is a contact center’s ability to resolve customer problems, questions or needs the first time they call, with no follow-up required.

How to use
predefined Widgets?

For advanced ZIWO user you can design your Dashboard
with your own customized widgets

Team Monitoring

Plan Sales & Marketing Campaigns

Ensure Customer Engagement

Design your own customized widget

Define Your Company Settings

  • SLA : Your call center SLA, service level agreement, is defined as what percentage of the calls are answered in less than a certain time. 80% calls are answered within 20 secondsis a classic in many call centers, but you may change it to your own standards.
  • Clean calls : For being meaningful, a calls needs to have a minimum duration seconds.
  • Phantom calls : Calls less than a certainduration in seconds are tagged as "Phatom calls".
  • API key : That is the API key needed for any integration with ZIWO
  • Default Music on Hold : That is the deafault music for the callers waiting in a queue.

How to generate Statistics?

PEOPLE KPI

  • Time spent staffed
  • Time spent in status Available
  • Time spent in status On break
  • Time spent in status Meeting
  • Time spent in status Outgoing
  • Time spent in status Logged off
  • Time spent in status Logged in At
  • Time spent in status Logged out At
  • Maximum concurrently logged in Agents

CALLS KPI

  • Inbound calls
  • Outbound calls
  • Internal calls
  • Calls landed in IVR
  • Lost in IVR calls
  • Calls landed in Queue
  • Transferred calls
  • Answered queue calls
  • Abandoned calls
  • Voicemails
  • Inbound clean calls, as defined in your Company Settings
  • Outbound clean calls, as defined in your Company Settings
  • Inbound phantom calls, as defined in your Company Settings
  • Outbound phantom calls, as defined in your Company Settings
  • Total Talk time for Queue calls
  • Average Talk time for Queue calls
  • Total duration of inbound calls
  • Total talk time of inbound calls
  • Average duration of inbound calls
  • Total duration of outbound calls
  • Total talk time of outbound calls
  • Average duration of outbound calls
  • Total duration of internal calls
  • Average duration of internal calls
  • Average waiting time in Queues
  • Average abandoned Time
  • Average call on hold Time
  • Average Inbound handling Time
  • Average Outbound handling Time

Simply. Talk to your clients

Cloud Based Contact Center deployed instantly