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Average Ratings 0 Ratings

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ease
features
design
support

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Write a Review

Description

CWDash is a cost-free business intelligence tool for Managed Service Providers (MSPs) that is sponsored and seamlessly integrates with both On-Premises and Cloud versions of ConnectWise Manage. It offers tailored dashboards, referred to as panels, which streamline the process of obtaining insights and allow users to monitor data in real-time directly from their desktops. Initially launching with a modest selection of 8 dashboards, CWDash has expanded its offerings to 60, providing users the flexibility to select their preferred panels or utilize the innovative Panel Builder to create personalized dashboards. The Panel Builder is a standout feature that empowers users to generate countless bespoke panels displaying the specific information they desire, simply by naming them to have them readily accessible in the drop-down menu. Since its establishment in 2009, CWDash has evolved significantly, appealing to technology experts who are always in search of more effective methods to optimize their operations and assist their clients in achieving similar efficiencies. This continuous growth demonstrates CWDash's commitment to adapting to the needs of its users and the ever-changing landscape of technology.

Description

The ACD Panel oversees all ongoing calls and can manage the behavior of agents while ensuring that calls in the queue are answered promptly. Once established, the Panel intelligently detects prolonged wait times and initiates appropriate measures to address any problems that arise. With a straightforward drag and drop feature, you can easily reroute 'On Hold' calls to agents located globally. The live dashboard provides a wealth of statistics, including the average wait time for callers, empowering you to make informed decisions and prevent unnecessary delays or backlogs. Additionally, the ACD Panel offers comprehensive data analysis that delivers unprecedented business insights, allowing users to explore interactive charts and queuing solutions, as well as monitor agent performance and related issues. You also have the ability to personalize and adjust the dashboard with your specific data metrics to gain a clearer perspective on the call center's operations and efficiency. This customization fosters a deeper understanding of call flow dynamics and enhances overall management effectiveness.

API Access

Has API No 

API Access

Has API No 

Screenshots View All

Screenshots View All

Integrations

ConnectWise PSA Yes 
Wufoo No 

Integrations

ConnectWise PSA No 
Wufoo Yes 

Pricing Details

No price information available.
Free Trial No 
Free Version Yes 

Pricing Details

No price information available.
Free Trial No 
Free Version No 

Deployment

Web-Based Yes 
On-Premises Yes 
iPhone App No 
iPad App No 
Android App No 
Windows No 
Mac No 
Linux No 
Chromebook No 

Deployment

Web-Based Yes 
On-Premises No 
iPhone App No 
iPad App No 
Android App Yes 
Windows No 
Mac No 
Linux No 
Chromebook No 

Customer Support

Business Hours No 
Live Rep (24/7) No 
Online Support Yes 

Customer Support

Business Hours No 
Live Rep (24/7) Yes 
Online Support No 

Types of Training

Training Docs Yes 
Webinars No 
Live Training (Online) Yes 
In Person No 

Types of Training

Training Docs Yes 
Webinars No 
Live Training (Online) Yes 
In Person Yes 

Vendor Details

Company Name

Forza Technology Solutions

Founded

1984

Country

United States

Website

www.cwdash.com

Vendor Details

Company Name

TeleBroad

Country

United States

Website

acd.telebroad.com

Product Features

Dashboard

Annotations No 
Data Source Integrations No 
Functions / Calculations No 
Interactive No 
KPIs No 
OLAP No 
Private Dashboards No 
Public Dashboards No 
Scorecards No 
Themes No 
Visual Analytics No 
Widgets No 

Product Features

Call Center

Blended Call Center Yes 
Call Logging Yes 
Call Recording Yes 
Call Scripting No 
Campaign Management Yes 
Database No 
Escalation Management Yes 
IVR / Voice Recognition Yes 
Inbound Call Center Yes 
Manual Dialer Yes 
Outbound Call Center Yes 
Predictive Dialer Yes 
Progressive Dialer Yes 
Queue Management No 
Real-time Chat Yes 
Reporting/Analytics Yes 

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