Discover the updates to the real-time Akio monitoring dashboard
New features of the omnichannel customer service software Akio Unified that not only improve the user experience, but also significantly enhance operational efficiency for supervisors.
The combination of ergonomic design, enhanced data visibility and powerful filtering capabilities provides supervisors with the tools they need to optimise team performance in real time and respond effectively to the challenges they face.
Overview
At a glance
Enhanced user experience and ergonomics
Akio Unified’s new dashboard offers a more intuitive and simplified interface, making it easier to manage larger teams thanks to improved visibility and smoother navigation.
Enriched data and advanced filtering
The integration of new data points (telephone numbers, agent groups) and the addition of powerful filters enable supervisors to quickly target key information and optimise real-time management.
Key benefits
Enhanced supervisor
workspace
Improvements in ergonomics & overall simplicity
Expanded widget
capacity
Monitor up to 150 call center agents and track 20 KPIs per widget
Real-time dashboard
synchronization
Instant updates when call center agents log in or log out
Advanced filtering
capabilities
Targeted views by status, groups, or interaction queues
Simplified configurations
Simplified selection and deselection of multiple agents with a single click
Focus on team management
Designed for teams with more complex supervision needs
Data enhancement
Agent telephone numbers, group affiliations, etc.
Detailed features
🔧 User experience redesign
Updates to the Akio Unified dashboard for supervisors aim to make the interface more intuitive and user-friendly. This redesign includes clearer labels and navigation improvements, which will benefit both new and experienced users. By simplifying the selection process, supervisors can now manage their dashboards much more efficiently, reducing the cognitive load associated with navigating complex data.
📞 Importance of data availability
The addition of agent telephone numbers and group information is a key improvement. It gives supervisors a better understanding of their team’s connectivity and organisational structure for optimal management. This visibility is crucial, particularly to ensure that agents’ workstations are correctly configured for their roles, especially in scenarios where configuration errors can lead to operational inefficiencies.
📊 Scalability in monitoring
The ability to monitor 150 agents and 20 indicators in a single widget marks a significant upgrade. This scalability is essential for expanded teams, allowing supervisors to maintain a consolidated view of performance indicators without the need to create multiple widgets.
🔄 Real-time data management
Real-time data ensures that supervisors receive immediate feedback on their team’s performance. This feature is essential in fast-paced environments where timely information can affect operational decisions, such as resource allocation.
🔍 Filtering for improved focus
The introduction of advanced filtering options allows supervisors to narrow their focus to specific agents or groups. This feature improves the overall usability of the dashboard and enables targeted interventions based on real-time data, thereby enhancing the supervisor’s ability to manage workloads and resolve issues quickly.
👥 Collaboration and team dynamics
By providing information on group affiliations and the ability to display agents according to specific criteria, the Akio Unified dashboard facilitates better collaboration among team members. Supervisors can now easily identify strengths and weaknesses within teams and foster a more supportive environment for agents.
💡 Philosophy of ongoing improvement
By proactively and continuously taking user feedback into account, both in terms of usability and functionality, AKIO’s R&D team demonstrates its commitment to ongoing product improvement. It ensures that the dashboard remains relevant and meets the evolving needs of supervisors in various sectors.
Want to find out more?