The Personal Dashboard is a dedicated interface designed for individual call center agents or users. It consolidates personalized activity and queue assignments , enabling users to track their performance, responsibilities, and actions efficiently.
Missed Calls
This section lists the user’s missed calls, providing detailed metadata for follow-up and tracking:
- Contact: the number or name of the caller (if available).
- Caller: The number who attempted the call
- Queue (Group): The call queue or group the call was routed through.
- Time: Timestamp of the missed call.
- Status: Indicates the current state of the missed call (e.g., pending, no answer, done).
- Assigned Time: Time when the call was assigned to a user.
- Assigned to: The user responsible for handling the missed call.
- View History: Allows you to check the call history status of this number.
- Actions Status : Option to select the current status.
- Actions Call: Option to select an action.
My Tickets
This area lists all active tickets associated with the logged-in user. Tickets typically originate from customer interactions (calls, chats, emails) and are used for issue tracking and resolution. The “View All” link allows users to access the full ticket list or details
My Queues (Group)
Displays the list of call queues the user is a part of. Each entry includes:
- Queue (Group) Name: The label or identifier of the queue (e.g., “call center”).
- Queue (Group) Number: The numeric identifier used in routing or call assignment (e.g., 5050).
This feature ensures users know which queues they are actively monitoring or assigned to.