A customer contacted us as they had a business dashboard they wanted to display on a large screen in the MD’s office. We always start with “why”, but in this instance, it was pretty clear. They wanted to bring an element of fun competition to the office, by showing the call stats from their agents. However it was not a dashboard, it was a table, and there was nothing fun about it.
The first challenge was that they did not have the ability to wirelessly share a screen from their laptops, and even if they could, it would have meant dedicating a expensive laptop to sharing a screen. It really was a sledgehammer to crack a nut. We explored a few options, but decided a Raspberry Pi based solution would work best.
The real challenge however, was that the table of call data was just not easy read, and certainly wasn’t what you would call interesting or exciting. We knew that in-order for the project to be a success, the team had to want to look at the dashboard and be able to quickly see how they were doing alongside everyone else.
So we built a custom process to extract the data from the 3CX phone system to a secure cloud environment where it could be used to create an easy to read, interesting dashboard. With control over the data, we were able to provide data dimensions that were not in the table, such as average talk time.
This dashboard was able to be accessed directly from the office Smart TV directly, without the need for the Raspberry Pi, making the solution simpler and more cost effective.
With the new business dashboard up and running, the impact was immediate. Increasing the number of calls made by 15%, cutting the number of missed inbound calls in half, and increasing average talk time by 20%. The leadership team were delighted and the agents were engaged and buzzing!
If you are looking for a better way to see you data, even if you have bene told it impossible, please get in touch!
