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Real-time capabilities
Second-by-second monitoring of all contact center resources (agents, queues, etc.)
 
 
Real-time display of key performance indicators (KPIs)
 
 
Real-time display of contacts waiting in queue
 
 
 
Replay historical contact center activity
 
 
Configurable webSign displays selected KPIs
 
 
 
Definable threshold audio alarms on agent and queue status
 
 
 
Real-time integration with workforce management solutions
 
 
 
Large screen display of key metrics and other data
 
 
Desktop client with real-time data
 
 
Recording of incoming and outgoing calls
 
Monitor employee extensions and departmental extension groups
 
 
 
Real-time display of employee extension status
 
 
 
Reporting
Reporting on all contact center resources (agents, queues, etc.)
 
Bot analysis reports
 
 
 
Contact flow analysis reports
 
 
 
Sentiment analysis of interactions
 
 
 
Abandoned caller reports
Print, email and export data on demand
Cradle-to-grave search tool with visual display of contact flow
Schedule reports to email automatically
 
Extension call detail reporting for all extensions
 
 
ODBC interface to data files
 
 
 
Forecast agent and trunk requirements based on historical traffic activity
 
 
 
Administration
Automatic database population using telephone system database configuration
Resource level security controls access to data
 
Contact center activity data retention
High-performance database architecture