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 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
Automatic database population using telephone system database configuration
Resource level security controls access to data
Contact center activity data retention
High-performance database architecture