The days when it sufficed to simply take calls and reply to emails on time are long over. Modern contact centers must adapt to rising customer expectations, an ever-growing number of communication channels, and emerging technologies. There are many factors that distinguish a successful and efficient contact center from an average one from omnichannel support and advanced routing to AI integration, real-time reporting, and personalized KPI displays for agents and managers alike.
We’ve already covered many of these features and technologies in previous articles. Today, we’re focusing on data visualization and real-time reporting.
Without access to real-time data, managing a contact center becomes inefficient and frustrating — not only for agents and supervisors but also for customers. Many contact center platforms offer some form of out-of-the-box reporting solutions, but most customers require more customizable and granular insights tailored to their businesses. Each customer implementation typically addresses unique use-cases and reporting requirements, which can be time-consuming to implement and hard to predict for a large platform vendor. As a result, contact center platforms usually provide only basic reporting capabilites, leaving space for specialized software providers.
That’s why contact center managers often look for third-party solutions that allow them to monitor their data in real time and from anywhere. One such solution is 2Ring Dashboards & Wallboards, which provides real-time data visualization and analysis.
Contact center managers need instant access to key performance indicators such as:
They also need access to data that helps agents do their jobs better and enables managers to share important information across the team. For example:
Contact center agents and managers are often overwhelmed with information, so it’s essential they are proactively alerted to critical issues — before they escalate and lead to customer or employee frustration. One of the core features of 2Ring’ssolution is the ability to create automated alerts that notify managers and agents about critical events.
2Ring IM Alerts and Toast Notifications (via SMS, Webex, MS Teams, Discord, WhatsApp, Slack, etc.) notify the team in real time, helping to prevent escalations and reduce operational risks.
Happy agents = happy customers. Great contact centers invest in agent motivation, training, gamification, and interactive leaderboards. Visibility into performance and clear goals help increase engagement across the team.
2Ring Power Tool helps agents track their goals and individual KPIs on their computers encourage healthy competition within the team.
The 2Ring Power Tool allows contact center management to bring an agent ‘s individual KPIs onto their dedicated machine or work laptop. That way, each contact center agent can keep track of their very own performance metrics via a window that always floats on top of their desktop.
Every contact center is different. That’s why it’s important to allow customization of dashboards and notifications to meet the specific needs of each team — whether for managers or agents. Everyone can get a personalized view of the data that’s most relevant to them.
If you want to boost your team’s performance, reduce wait times, and increase customer satisfaction, it’s time to invest in the right tools.
2Ring Dashboards & Wallboards is user-friendly and packed with all the functionality a modern contact center need. Plus, the software integrates easily with the leading contact center platforms, including Cisco Contact Centers (UCCX, UCCE, PCCE), Webex Contact Center, Five9, NICE CXone, Amazon and Genesys Cloud.
More about 2Ring Dashboards & Wallboards features can be found [here].
2Ring is a technology company focused on enhancing contact center performance. Active since 2001, 2Ring operates from its headquarters in Slovakia (EU) and Sacramento, California (USA). The company provides solutions for real-time reporting, data visualization and alerting.
2Ring helps companies efficiently monitor performance, improve agent engagement, and deliver better customer experiences.
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