User guide

Contact Center Management
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breakdown in customer service, and search non-ACD extensions to review call activities. The
search results are displayed in easy-to-interpret tables that can be printed or saved to file.
Viewing historical events in simulated real-time
The Auditor application is used to view historical data in simulated real time over any date and
time horizon. You can readily analyze when and why past service problems occurred. As you
are viewing events, you can move forward and backward through the events of the day.
Real-time monitoring
The Contact Center Client application provides agents and supervisors with dynamic, real-time
displays of agent and queue activity, customizable display profiles, and alarm thresholds.
Contact Center Client enables agents and supervisors to respond immediately to changing call
volumes and queue conditions. For example, supervisors can reassign inactive agents to busier
queues to ensure that service levels are being met.
Contact Center Client provides instant messaging capabilities. Agents can view the phone
availability and online presence of other contact center employees before they transfer calls or
send online chat messages.
With Contact Center Client, you can
• Display monitors on overlapping tabbed panels to maximize real estate and readily navigate
between monitors
• View real-time caller information on agent, employee, and extension by position, and by
time monitors
• Expand the Queue Now monitor and view statistics on the agent groups associated with a
queue, and performance statistics on the agents in a particular agent group
• Build marquee monitors to broadcast real-time performance statistics and messages
• Specify which users can manage personal and/or global profiles
• Include multiple users in one online chat session
• Set alarms so there is notification of changes in contact center performance by visual,
auditory, and email notification
• Set one or more alarm thresholds for each performance variable
• Customize charts to display performance statistics of the manager’s choosing
• Filter device variables and display a subset of data on a monitor
• Freeze and unfreeze columns of statistics so pertinent information is always in view (for
example, the media server, queue number, and queue name) when scrolling across a
monitor
• Specify monitor styles or apply a skin (set of predefined styles) to a monitor
• Enable grouping and specify the order in which rows of data appear. For example, group
the data by the ACD count statistic and readily see which agents handled the most and
least calls