Genesys Cloud - Main

Hi i was wondering if anyone has used the new Purecloud Dashboard yet and how is your team displaying the dashboard. Are you all mostly using it as a wallboard or does each supervisor put it on one monitor on their own computer. I already have 3 monitors (2 monitors + laptop) and I'm wondering if I should get a 4th monitor to display the dashboard. I just want one monitor where I don't touch. 

Unless others are using it on an Ipad or something else? Let me know your thoughts!

Ly
#Reporting/Analytics

Hi Ly,

We are also experimenting with the new dashboard functionality in PureCloud. The metrics are easy to set up and you can view up to 12 at once. I am not sure they are ready to be used as wallboards as the metrics may not remain live if left alone and require manual refreshing from time to time.

For these reasons we are continuing to use Gecko board for our contact centre wallboards. Moreover, if Genesys were to develop dedicated wallboards to display on TVs I would expect to see additional functions such as tickers and social media integrations.

These dashboards as developed are ideal when used to keep an eye on key live metrics "at a glance" when you do not have a view of the contact centre wallboards.

Regards,

Sam.

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Sam Mitchell
Fair Work Ombudsman
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Thanks, Sam. I'm trying to decide if I should display it on a 4th monitor on my laptop (already have 2 extra monitors) or displaying it using an ipad or something else.

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Ly Tran
Cardinal Health 5, LLC
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Original Message:
Sent: 03-17-2019 19:17
From: Sam Mitchell
Subject: Purecloud Dashboards

Hi Ly,

We are also experimenting with the new dashboard functionality in PureCloud. The metrics are easy to set up and you can view up to 12 at once. I am not sure they are ready to be used as wallboards as the metrics may not remain live if left alone and require manual refreshing from time to time.

For these reasons we are continuing to use Gecko board for our contact centre wallboards. Moreover, if Genesys were to develop dedicated wallboards to display on TVs I would expect to see additional functions such as tickers and social media integrations.

These dashboards as developed are ideal when used to keep an eye on key live metrics "at a glance" when you do not have a view of the contact centre wallboards.

Regards,

Sam.

------------------------------
Sam Mitchell
Fair Work Ombudsman
------------------------------

Hi

We currently use these dashboards on a 65" TV for our services teams,  it is fairly basic as we did not require any detailed information on a user side, mostly queue side.

We have multiple queues queues for our services  We have Calls Waiting, Current Interactions and agents Idle

We also have a custom built dashboard for our sales team which indicates how long a agent has been on a call, waiting in queue and on a different status.





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Richard Dib

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@Darlene Oordt the full Wallboard functionality (having the dashboard view up on a screen without timing out/extra login/etc.) is still future, if I remember correctly? ​

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George Ganahl CCXP, GCA
Principal Technology Consultant
Genesys
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Original Message:
Sent: 03-17-2019 23:50
From: Richard Dib
Subject: Purecloud Dashboards

Hi

We currently use these dashboards on a 65" TV for our services teams,  it is fairly basic as we did not require any detailed information on a user side, mostly queue side.

We have multiple queues queues for our services  We have Calls Waiting, Current Interactions and agents Idle

We also have a custom built dashboard for our sales team which indicates how long a agent has been on a call, waiting in queue and on a different status.





------------------------------
Richard Dib

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George - that's correct - an external link / access for a wallboard outside of PureCloud wasn't part of the initial release.

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Darlene Oordt
Sr Director, Product Management
Genesys - Employees
------------------------------

Original Message:
Sent: 03-18-2019 14:59
From: George Ganahl
Subject: Purecloud Dashboards

@Darlene Oordt the full Wallboard functionality (having the dashboard view up on a screen without timing out/extra login/etc.) is still future, if I remember correctly? ​

------------------------------
George Ganahl CCXP, GCA
Principal Technology Consultant
Genesys
------------------------------


Original Message:
Sent: 03-17-2019 23:50
From: Richard Dib
Subject: Purecloud Dashboards

Hi

We currently use these dashboards on a 65" TV for our services teams,  it is fairly basic as we did not require any detailed information on a user side, mostly queue side.

We have multiple queues queues for our services  We have Calls Waiting, Current Interactions and agents Idle

We also have a custom built dashboard for our sales team which indicates how long a agent has been on a call, waiting in queue and on a different status.





------------------------------
Richard Dib

Is the dashboard available through the Ipad Purecloud Supervisor app? and is it HIPAA secured to use the Ipad to display the metrics?

------------------------------
Ly Tran
Cardinal Health 5, LLC
------------------------------

Original Message:
Sent: 03-17-2019 23:50
From: Richard Dib
Subject: Purecloud Dashboards

Hi

We currently use these dashboards on a 65" TV for our services teams,  it is fairly basic as we did not require any detailed information on a user side, mostly queue side.

We have multiple queues queues for our services  We have Calls Waiting, Current Interactions and agents Idle

We also have a custom built dashboard for our sales team which indicates how long a agent has been on a call, waiting in queue and on a different status.





------------------------------
Richard Dib

------------------------------

There is an iPAD app which allows you to build dashboards as well so we have dashboard functionality in the PureCloud App as well as iPAD

------------------------------
Darlene Oordt
Sr Director, Product Management
Genesys - Employees
------------------------------

Original Message:
Sent: 03-18-2019 16:18
From: Ly Tran
Subject: Purecloud Dashboards

Is the dashboard available through the Ipad Purecloud Supervisor app? and is it HIPAA secured to use the Ipad to display the metrics?

------------------------------
Ly Tran
Cardinal Health 5, LLC
------------------------------


Original Message:
Sent: 03-17-2019 23:50
From: Richard Dib
Subject: Purecloud Dashboards

Hi

We currently use these dashboards on a 65" TV for our services teams,  it is fairly basic as we did not require any detailed information on a user side, mostly queue side.

We have multiple queues queues for our services  We have Calls Waiting, Current Interactions and agents Idle

We also have a custom built dashboard for our sales team which indicates how long a agent has been on a call, waiting in queue and on a different status.





------------------------------
Richard Dib

Thanks, Darlene. Is the IPad Supervisor app HIPAA secured?

------------------------------
Ly Tran
Cardinal Health 5, LLC
------------------------------

Original Message:
Sent: 03-18-2019 20:23
From: Darlene Oordt
Subject: Purecloud Dashboards

There is an iPAD app which allows you to build dashboards as well so we have dashboard functionality in the PureCloud App as well as iPAD

------------------------------
Darlene Oordt
Sr Director, Product Management
Genesys - Employees
------------------------------


Original Message:
Sent: 03-18-2019 16:18
From: Ly Tran
Subject: Purecloud Dashboards

Is the dashboard available through the Ipad Purecloud Supervisor app? and is it HIPAA secured to use the Ipad to display the metrics?

------------------------------
Ly Tran
Cardinal Health 5, LLC


Original Message:
Sent: 03-17-2019 23:50
From: Richard Dib
Subject: Purecloud Dashboards

Hi

We currently use these dashboards on a 65" TV for our services teams,  it is fairly basic as we did not require any detailed information on a user side, mostly queue side.

We have multiple queues queues for our services  We have Calls Waiting, Current Interactions and agents Idle

We also have a custom built dashboard for our sales team which indicates how long a agent has been on a call, waiting in queue and on a different status.





------------------------------
Richard Dib