My Role - UI/UX Designer
June 2020 - December 2020
Jason Tatum - Product Manager
Jay Hansbrough - UX Content Strategist
In 2020, CallRail released a new version of their Lead Center product. It's a lead management platform that funnels in all interaction types; calls, text, chat, and forms (for now).
Lead Center is more than just a phone platform. Multiple agents are online interacting with customers through a variety of interactions. The teams feature was included quickly after, and it became apparent that seeing an overview of what's happening in Lead Center was needed.
The goal was to design a view that would let admins and managers see the general health of the interaction funnels and how agents are performing. Building a dashboard is an expensive endeavor, but it seems to be a necessary one. The hesitation was that the initial idea of this dashboard may not be surfacing the necessary information. The other sentiment was to bring a little more excitement/purpose to view versus what you would see on a general dashboard.
We spoke with our VP of Customer Experience and a Sales Manager. We wanted their feedback on whether or not the current metrics surface in this dashboard view would be beneficial. We also learned more about their teams' functions to understand how a dashboard view would play into their workflows.
A dashboard is beneficial for smaller-sized Customer Experience teams.
For larger sales teams (more call center-like), seeing a dashboard like this is helpful. The current way CallRail does it, the dashboard information is more likely to be reviewed by Manager or Lead to take back to their team.
Adjusting other Agent or Representative status (or having Agent Busy Codes) is important for accurate agent presence.
Overview of current call flows (high-level metrics) and agent status' provides more transparency and helps with keeping call flows on track/opened.
Slight adjustments were made to the initial dashboard design (i.e., metric reordering, UI enhancements), while another concept was developed.
A few iterations on the adjustments to the initial design:
Thinking about agent and sales rep workflows led us to a different concept of an "Agent Overview." Working through various iterations, we landed a concept that explores a more holistic view of Teams and All Agent Status'.