Dextr Home

First Look

The first thing you’ll notice when doing log in into Dextr is that there are a lot of components showing up. At the top of the screen there is a header (Figure 1 - Component 1). At the right corner there is a Team Status Drawer (Figure 1 - Component 2) and in the left corner a Side Navigation bar (Figure 1 - Component 3) that allows you to travel around Dextr main tabs and components.

First Look Figure 1. Dextr dashboard main components

This is a global section of Dextr that will always be displayed. You’ll see your Agent Status, a Handset, a Bell and the Instance logo.

Agent Status

Every Dextr Instance has 2 status for you to select after being onboarded: Available and Offline. By default your status is set to Offline on login, so remember to change your status from Offline to Available to be able to receive calls. Also, if you see Forced Released as a status is because you missed an incoming call sent to your dashboard.

Your Dextr Administrator may also enable other status for you to select and to be seen by your teammates.

Agent Status Figure 2. Agent Status

Quick Dial

The Handset is for quick dial. You can either type or paste a number (Figure 3), and after a call you’ll have a dropdown list with the phone numbers of the recent calls you’ve made. Remember to choose the proper flag for calling.

Quick dial Figure 3. Quick dial

Announcements

By clicking the Bell icon in the header, you’ll open the Announcements. Here you can see all the announcements related to your queue. If you’re an admin, you will be able to post announcements by clicking the pencil icon in the bottom side.

Announcements Figure 4. Announcements

Home Dashboard & Cards


This area is for the display of real time metrics for all queues in near real time activity. Clicking on a queue name in the dropdown will show the metrics for that queue while the Global view summarizes all queues.

In the top corner of Home dashboard you can also spot 2 icons at the right side, one for entering fullscreen mode and another one to rearrange your card placement.

Cards Rearrangement

Contacts in Queue

On this card you’ll be able to see how many contacts are currently on voice and callback. You’re also provided with a live look that displays the numbers shown.

Contacts in Queue Figure 5. Contacts in Queue

My Recent Activity

On this card a list of all your activity through the day will be shown as records. You’ll see Inbound, Outbound and even your Missed calls. Everytime you make a call or receive one, the list will update.

You can also click any of the records, and choose the option to call the specified number which will trigger a modal window, allowing you to engage in a call. Below you’ll see some retailer names instead of phone numbers because they were added as contacts in the Directory TAB.

Recent Activity Gif 1. Clicking Recent Activity to Engage in Call

Contacts

This is a Queue card. You’ll be able to see how many calls have been handled, abandoned or transferred by all team members either globally between all Queues, or in your Queue.

Contacts Figure 6. Contacts

My Perfomance

This is a card that shows up your perfomance (Figure 7). It displays the amount of ACD (Automatic Call Distributor) and Peer to Peer (Agent to Agent) calls you’ve had during the day. How many you’ve handled, missed, and the amount of time.

My Perfomance

Figure 7. My Perfomance


Handling Time

Also a queue metric, it displays the average handling time that agents have spent on contacts, including hold time and after contact work.

Handling Time

Figure 8. Handling Time


Wait Time

A queue metric that displays how long the contacts have been waiting on the queue. It shows the average time between all the contacts, and the longest time a contact spent waiting.

Wait Time

Figure 9. Wait Time


Agent Availability

This a global card that displays the amount of agents logged in the Instance and their various status.

Agent Availability Figure 10. Agent Availability