User guide

General Information Guide
148
• Multimedia real-time monitoring—You can view real-time displays of agent and path
activity, with customizable monitors and alarm thresholds. You can display each agent’s
current state, how long they’ve been in that state, when they logged on and off, and more.
Queue monitors display real-time queue statistics. You can proactively manage your contact
center based on current conditions, and track and provide feedback on the performance
and shift adherence of individual agents. You can also respond immediately to changing
traffic volumes and path conditions to ensure that service goals are maintained.
Multimedia Contact Center Social Media Integration
Multimedia Contact Center Version 6.0 offers integration with third-party social media
monitoring applications in order to provide uniform, knowledgeable, and responsive messaging
to social media sites, industry blogs and wikis, knowledge bases, and forums. With this
third-party social media monitoring application, businesses can use advanced text analytics to
detect relevant key words and phrases on social media sites and send notifications to skilled
Multimedia Contact Center agents who can respond accordingly. Businesses can protect and
promote their brand as well as measure and manage agent performance, using the advanced
real time and reporting capabilities of Multimedia Contact Center. For example, you could
designate a specific agent (acting as representative of your company) to handle social media
responses, set a service level objective for such responses, and then monitor and report on
the agent's handling of social media responses using Multimedia Contact Center. Figure 38
provides an overview of Social Media Integration with Yupiq.
Figure 38 Multimedia Contact Center integrated with Yupiq