The live queue Vibe shows real time information regarding the call volume of a queue. In its most common form it shows the numbers of callers waiting, the number of calls who are talking and the number of agents waiting to take calls.
Getting started So you have decided you wanted to actually manage how calls are handled in your Surgery/business? Simply understanding how calls are being handled, when they come in etc can give you that little insight into making changes which have a large impact on customer service.
From www.babblevoice.com, you can access Vibes which is your reporting tool. There are many standard reports available. Many have the option to customise the report to your specific requirements.
Switch Vibe. This little vibe is a little out of place. But it is was added for users who didn’t want to tweak a babblevoice rule when a common change was required. Such as:
Disaster scenario - or simply your broadband has died. Office closed unexpectedly (so not managed by your calendar). A switch can is configured in 2 parts.
A call rule which looks for a word in a domain’s status.
Becuase of the vast array of reports available in Vibes, it can be a little daunting to know what report to design to ensure your calls coming into your surgery/business are handled efficiently.
When you use call queueing, calls might be handled differently from organisation to organisation but the concept remains the same. Inbound calls from patients/customers call your phone number. They eventually hit a queue, after perhaps some method of self-help to reduce the rate of callers, then:
Statistics Vibe. The statistics Vibe probably has access to the widest range of information out of all of the Vibes. Within babblevoice, data is collected whenever a call hits a collection point. Depending on what happens in the process of handling the call, i.e. the call enters a queue or rings a phone, then different data is captured.
Each report can show data in periods of an hour or day, then a graph can show a number of those periods, for example, a week’s worth.
Devices We call them devices as they can represent servers as well as phones. Most users reading this document will be using them as phones, so for the purpose Vibes, consider a device a phone.
So, to get this straight in your head, imagine the phone on your desk. All the statistics based in this section are to do with the actions of using a phone - picking up a call, making a call and so on.
Intro babblevoice Vibes is a full reporting dashboard which is designed for both a managers personal reporting system, or for large screen format designed to provide useful feedback for teams of users.
The Vibes application gives you the ability to have multiple boards per user and on each board have multiple vibes. A vibe is a small piece of information displayed using a graph of your choice.
Each vibe, in essence, is a small application/gadget in itself - there are a small number of gadgets available all in themselves configurable.
Intro Note, babblevoice no longer supports Netvibes babble Vibes. Please use babble Vibes instead.
When designing our reporting system we wanted to build a very flexible system. Not only does 1 report fit all within your babblevoice world, but the need for well formated information is not limited to just babblevoice.
So, whilst in the future we may decide to write our own reporting engine, we decided to write Netvibes Gadgets which now allow you to build your own report - pulling out the information you need, displayed in the format you decide.