User guide

Contact Center Management
37
Introduction
This section provides an overview of the Mitel Contact Center Management solution and how
it works. For more information, refer to the following topics.
• Overview
• Applications
Overview
Contact Center Management is Mitel’s core reporting, real-time, and forecasting contact center
management solution. Contact Center Management houses numerous additional applications
and application areas, such as data mining, historical monitoring (Auditor), wall sign
programming, database configuration, and server maintenance.
The Contact Center Management solution enables you to work with Contact Center information
from the
•Past
• Automatic report generation on all contact center elements and contact types over any
date and time horizon
• Scheduled reports
• Historical events viewed in simulated real time
• Data mining
• Present
• Real-time monitoring of contact center activities including queue and agent states,
average wait times, and real-time queue statistics
• Real-time agent and supervisor online chat
• Reader Board messaging
• Future
• Agent forecasting based on historical information, average talk times, wrap-up times,
and service level objectives
• “What-if” scenarios
Browser-based solution
Contact Center Solutions is a browser-based solution:
• You can log on to the Contact Center Management Enterprise Server from anywhere on
the Internet and use the Contact Center Solutions applications as if you are on site.
• The Enterprise Server automatically deploys all files and updates to all client PCs.
• Only Microsoft
®
Internet Explorer (IE) 6.0+ and Microsoft
®
Excel
®
are required on client PCs.