The Problem
Multi‑site coordination
Managing multiple locations across the region made it difficult to maintain a clear, centralized overview of call flows.
User‑queue overload
During peak times, call accumulation overloaded the PBX, making the service slow and frustrating for citizens waiting on the line.
Rigid staff management
The previous system did not allow operators to be quickly added or reassigned to overloaded queues, preventing a flexible response to real‑time needs.
The Solution
Custom UI Dashboard
We developed a custom interface based on Wildix libraries, designed to act as a single “controller” for the entire call‑center operation.
Customizable column layout
The dashboard allows monitoring to be organized across multiple modular columns, enabling the delegated user to configure queue visualization according to their preferences.
Dynamic operator management
The integration allows dedicated operators to be added to specific user queues in real time, adapting the workforce to the call volume.
The Benefits
Customized solutions for complex scenarios
Supervisors can instantly adjust queue configurations, selecting the best strategy each time to manage call traffic efficiently.
Full operational control
The tool provides advanced, functional management: a single command point to oversee all locations and ensure no call is ever lost.
Simplified operations
Despite the complexity of multi‑site operations, the interface remains intuitive and immediate, eliminating technical confusion for those managing the PBX.
Our collaboration with ACLI Trentine
ACLI Trentine successfully solved multi‑site call‑overload issues with a custom UI Dashboard. This tool allows queues to be monitored through customizable columns and enables real‑time operator assignment, turning the PBX into a flexible system that adapts to any workload peak.
Complete management of inbound calls