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#AWSConnect & Dextr Custom Agent and Supervisor Dashboard!

1,939 views · Published 24 November 2018 · 1:24 · Indexed 26 October 2026

Channel: DrVoIP · 2018 · Howto & Style

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The  Dextr.Cloud dashboard was built by us to meet the needs of many of the AWS Connect Call Center Clients we work with across the country.    We are interest in learning more about your dashboard requirements, so please contact us at [email protected].  Also check out the DrVoIP.com blog for details on this dashboard feature set and product road map!   -DrVoIP
http://www.dextr.cloud https://GO.DEXTR.CLOUD ACCESS PORTAL FEATURES
Nothing to install
Just white list Dextr in your AWS Instance (see on boarding check list)
Create a Custom Logo and URL for your teams future access
SAML Support
Role Based Login for Supervisors, Agents and Dextr Administration
AGENT FEATURES
Team Status Display shows Agent state to team
Agent Personal Activity with Click to Return Call
Supervisor Help Button
Queue Status Metrics (with escalating yellow, red indicator
Option to retrieve and playback Agents record calls
“Live View” list of all callers in queue with Caller ID
SUPERVISOR FEATURES
Agent Login/Logout Status changes
Monitor Agent real time call activity
Search and Play back all Agent Recordings
Ad-hoc Queue Closings with ability to record new queue prompt
Push Message Alerts to Agent Desktops for Managed Queues
SMS/MMS (TEXT) messaging and routing to next available agent with "sticky' agent option
Email message routing to next available agent with "sticky" agent option.
DEXTR ADMINISTRATOR FEATURES
Security Role Management of all above features
Set “Missed Call” to wrapt time or forced release or custom behavior
Set Malicious Call handling for reporting
Set Forced Release handling mode
Set Audible incoming call alert for no headset softphone!

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