Watch your groups with the ring group dashboard

The ring group dashboard in CallSprout Communicator NEXT shows your enhanced ring groups as they work: how many callers are waiting, who's free and who's on a call. It's where Contact Center Lite's live wallboards and member performance dashboard appear.

This feature needs the Contact Center Lite or Contact Center Pro plan. See plans and pricing

The ring group dashboard is included with Contact Center Lite and Contact Center Pro. Contact Center Lite includes Communicator NEXT for anyone who uses the dashboard. Contact Center Pro includes everything in Lite.

Some labels in your portal or apps may look slightly different from this guide.

Before you start

The Dashboard icon appears only when the dashboard is turned on for you. If you don't see it, ask your admin to turn it on.

For admins: CallSprout support turns on Contact Center Lite for your account, and turns on the dashboard person by person. Contact CallSprout support with the names of the people who should see it.

Open the dashboard

1. 1
   Step 1:

   Open it

   In Communicator NEXT, select the Dashboard icon in the navigation bar.

2. 2
   Step 2:

   Pick your groups

   Use the group selector to choose which enhanced ring groups you want to see.

3. 3
   Step 3:

   Set the refresh rate

   Choose how often the numbers update, for example every 10 seconds.

4. 4
   Step 4:

   Choose a tab

   Switch between Wallboard, Live Calls and Members.

What each tab shows

• Wallboard. How many members are online, logged in, on a call or idle, plus calls waiting, answered, abandoned and completed, and the average wait and talk time.
• Live Calls. Every call in progress or waiting, with the caller's name and number, the group it came in on, and how long it has been talking or waiting.
• Members. Each member's phone status and their answered and missed calls. When the group uses member login, you also see whether each member is logged in.

Put a tab in its own window

Each tab has a detach icon that opens it in a separate window, which is handy for a second screen or a TV on the wall. Each tab can have one detached window. If you change the group or refresh rate, select the detach icon again to update that window. Selecting View Details in a detached window brings the main Communicator window to the front.

Related

To log in to your groups or log out, see log in and out as an enhanced ring group member. For reports over days or weeks, your admin can run ring group statistics.