Coming to Discover: Real-Time Wallboard Data Integration via API

OK, the image is boring - but bear with us. It might represent something huge.

Over the past few months, we’ve been working on a new feature we’re calling External Data.

For once, it’s easy to explain: you’ll be able to inject data from any source via API and display it right alongside your usual contact centre KPIs - whether that’s AACC, Amazon Connect, or any of the other platforms we support.

Think: CRM metrics, ticket system data, website telemetry, sales KPIs...whatever you can dream up really.

The coolest part is, you’ll be able to link that external data to queues, agents, and routes. So if you’ve got data on Agent Smith in AACC, and his CSAT scores are stored somewhere else, we can bring that together into a single, unified view - it potentially allows for unlimited wallboard data integration.

The image shows output from our working prototype - the first external data payloads arriving in Discover in real time. There’s still plenty to do from a UI/UX perspective, but we’ve got a solid functional design, so we think we have something that's going to feel great to work with.

We’ll share more as things take shape but in the meantime you can find out more about our contact centre wallboard solution, Discover.