Launchpad
Problem space:
It’s important for supervisors to see how their agents are performing, not to hover, but to ensure customers get the right level of service. Agents also grow when they can monitor their own performance. However, this was not possible inside the Dialpad app.
Solution opportunity:
Give Supervisors and Agents easy access to performance data right in the native app, so they don’t have to switch over to the web analytics page.
Role
Design lead
Responsibilities
E2E design, research, testing
Team
PM & 3 eng
Duration
Mar—Oct 2024
Key Screens
Impact
Upon launch, we saw an engagement spike of 95%. This is natural as it was a new place in the app with lots of valuable information. The real impact was that over time, engagement remained above 70% meaning both audiences were benefitting from seeing this data in order to be more productive and efficient.
“The Launchpad is a great update. As a Supervisor, I love seeing real time data on my agents so I can coach and step in where it will make a difference.”
Kylie - Contact Center Supervisor, Frontier Dermatology.