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IP Office Product Description

IP Office 4.2

Page 252

Issue 18.b.- (08 July 2008)

Call Center View - Real Time Reporting

Supervisors in a contact center are there to manage workload. Call Center View provides the Supervisors with

the combination of real time service monitoring and resource management, allowing them to balance and

manage their resources (i.e. staffing levels against the traffic levels of incoming calls) and therefore improve

customer service and reduce costs. Call Center View contains 18 real time screens showing all aspects of the

Contact Center activity. Alarms may be set on up to 16 parameters per device, with three levels per alarms

available, ensuring that a supervisor will be informed should an exception occur, thus freeing the supervisor to

continue with other, more productive activities.

CCV Supervisory Screens

· Alarm Handling.

· BLF Details.

· Extension Activity.

· Callback Request.

Trunk Related Screens

· Trunk Group Monitor.

· Trunk Group Details.

· Real Time Status.

· Group Status (Percentage).

· Individual Trunk Details.

Agent and Queue Based Screens

· Group Monitor

· Agent Group Details

· Real Time Status

· Group Status (Percentage)

· Individual Agent Details

· Percentage Time in State

· Individual Group Details

· Queue Monitor

· Individual DDI/DID Details

Call Center View Real Time Example

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Reliant Octel 300 Spezifikationen Seite 252