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Real-time monitoring is an indispensable instrument to make sure the contact center is working as it should. It allows supervisors and administrators to maximize resource efficiency and take fast action in the event of planned or unexpected spikes in traffic. It also enables fine-tuning and constant quality assurance.
 The architecture was designed so that all components automatically and constantly push all relevant data concerning their status so that there is absolutely no delay in availability.
Control, action and reaction
Using our user-friendly graphical interface, supervisors can generate, tailor and view graphs concerning all components of the call center.
Some examples of standard displays: -
Received calls in last ten minutes
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Average queued time
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Refused, redirected, queued calls in last ten minutes
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Queued calls in progress and their hold time
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Number of agents speaking/paused/available and duration of each state
There is no limit to the number of supervisors that can monitor the call center at the same time from various locations. Supervisors can dynamically modify settings in real-time including agent allocation, call flow, skills settings etc. Messages can be sent to agents in groups or individually to provide support or instruction.
All through a single user-friendly interface.
Wallboards or giant displays can be used to ease viewing and make important data available to all personnel who need quick reference.
 At all times, agents are aware of their state, allocation, number of queued calls, average and max hold time, etc.
Thanks to our server side components library it is easy to create dynamic Web applications to gather and present any type of information concerning the contact center.
With the real-time monitoring capabilities in Phones Enterprise supervisors and administrators are guaranteed complete information on all aspects of what happens in the Contact Center. |
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