Contact Center Management Tools
Real-Time Monitoring
Real-Time Monitoring
- View activity of all contact center agents and queues in real-time
- Monitor real-time performance to maximize and maintain high
customer service levels - Set warning and critical service thresholds and alarms on agents and
queues - Customize color-coded real-time view of agent state to highlight
critical situations
Contact Center
- Choose from over 150 reports detailing agent, queue, extension and trunk activity
- Replay historical ACD activity to help analyze and forecast contact center operations
- Schedule automatic printing, emailing and exporting of reports for a defined time period
- Perform a cradle-to-grave analysis on any call using Call Visualizer
Remote Contact Center Monitoring
- Monitor your business in real-time from anywhere via a web browser
- Access real-time contact center statistics, historical reports and replay historical activity anytime,
anywhere - Configure your own portal to display information that is important to you
- Remotely manage contact center from a single browser session
Intelligent In-Queue Messaging
- Provide callers the option to enter the queue, leave a message or call again
- Reduce abandoned calls by advising callers of expected wait time
- Make queue wait time productive with custom messages on FAQs, promotions, special announcements
and more - Schedule pre-recorded messages and music for different ACD groups or times of day
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