Project Overview

A threshold is a value that you specify for a metric that is visually reflected in a dashboard when the threshold value is met or exceeded. It was with this term that a Product Analyst came to me. And I started to study what it is and how people use it.

The Problem

A dashboard is a panel for monitoring the performance of a contact center in real time.

  1. Does not display 2/3 of necessary metrics;
  2. There is no customization of the dashboard view; There is no possibility to set threshold values for metrics;
  3. Metrics cards are different in shape and content which makes it difficult to add new metrics and scalability for large screen resolutions;
  4. If there are deviations in performance metrics, it is difficult to see them and react immediately.

<aside> ‼️ Supervisor didn't see the deviation right away = couldn't solve the problem quickly

</aside>

Research

After researching UX, researching competitors, I started working on this task with data. A study of competitors showed that everyone uses outdated mechanics. Their problem is that they are difficult to understand.

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In-depth interview

We had hypotheses:

  1. Adjust the thresholds at the queue level, then the senior roles specify the thresholds for each queue once