Challenge Summary
Welcome to Call Center Wallboard Design Concepts Challenge. This challenge is focused on creating designs to display data from Salesforce on a “wallboard” in the contact center - picture a large-screen TV displaying key performance indicators in real-time for the agents working in the call center.
Round 1
Submit your initial design for Checkpoint feedback
- Initial design concept for checkpoint review.
Notes.jpg: Any comments about your design for the Client
Round 2
Your Final design for all the required pages with all checkpoint feedback implemented.
- Final design concept.
Notes.jpg: Any comments about your design for the Client
Challenge Details:
The client needs to display data from Salesforce on a “wallboard” in the contact center - picture a large-screen TV displaying key performance indicators in real-time for the agents working in the call center.
They already have displays of the call stats (from the ACD) on 2 TVs - showing # of calls in queue, average wait time, max wait time, average call length, etc. The displays of call stats looks something like these examples from a commercial provider.
In this challenge we would like to build something similar for cases in Salesforce showing # of open cases, # cases created today, First Call Resolution %, etc.
This system will be implemnted as a website and will use HTML5 and full screen view.
Branding Guidelines:
- There are no specific branding guidelines for the challenge.
Screen Sizes:
- Assume HD TV = 1920px x 1080px. (We would expect iPad/tablet format to show same display as TV monitor)
- iphone 640px * 1136px (Responsive)
- Make sure you create graphic in 'shape' format, so when resize for retina versions, graphic still look sharp!
Design Requirements:
We want to represent the following data on dashboard:
· Admin-selectable data elements that come from Salesforce.com based on Case object data, such as:
o Number of Currently Open Cases
o Cases Closed Today
o FCR (percentage)
o Average case age
o Documentation rate (Percentage) = (# cases / # calls)*100
o Case origination sources- eg. pie chart –
§ phone
§ web2case
§ social
o Latest team announcements, for example, pull in text from a chatter group feed and display as a scrolling news feed on bottom or top of screen
· Nice to have UI elements - Think of this as admin view where you can configure the following: ( Dont design this for iPhone)
o Ability to upload customer logo
o Ability to upload background image(s) - switch through multiple images like a screen saver
o Configurable UI layout/elements would be cool - maybe select different templates (likely could just be HTML pages w/ placeholders for selected data visualization)
o Date/time display (time zone configurable - maybe multiple time zones, though not important for this client)
Charts Framework References:
- Example 1.
- Example 2.
Important:
- Keep things consistent. This means all graphic styles should work together.
- All of the graphics should have a similar feel and general aesthetic appearance
Target User:
- Call center supervisors/managers.
Judging Criteria:
- How well you plan the user experience and capture your ideas visually
- Cleanliness of your graphics and design
- Design looks and User Experience.
Submission & Source Files:
Preview Image
Please create your preview image as one (1) 1024x1024px JPG or PNG file in RGB color mode at 72dpi and place a screenshot of your submission within it.
Submission File
Submit JPG/PNG for your submission files.
Source Files
All original source files of the submitted design. Files should be created in Adobe Photoshop and saved as layered PSD file, or Adobe Illustrator as a layered AI file.
Final Fixes
As part of the final fixes phase you may be asked to modify your graphics (sizes or colors) or modify overall colors. We may ask you to update your design or graphics based on checkpoint feedback.
Please read the challenge specification carefully and watch the forums for any questions or feedback concerning this challenge. It is important that you monitor any updates provided by the client or Studio Admins in the forums. Please post any questions you might have for the client in the forums.