Contact Center Management Tools

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

Historical Reporting

• 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