User guide

General Information Guide
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• Dock Contact Center Client at the top, bottom, left, or right of your desktop
• Customize how content in real-time monitors is displayed
Real-time monitoring for supervisors
Contact Center Client provides real-time and cumulative agent statistics and real-time (by
15-minute intervals) and over-the-business-day queue statistics. With Contact Center Client,
supervisors can view real-time statistics across multiple queues or agents.
Contact Center Client provides 12 real-time monitors. Figure 6 displays the Agent State by
Position monitor, the Marquee monitor, and the Queue Now monitor. These monitors provide
agents and supervisors with essential statistics.
Figure 6 Contact Center Real-time Monitors
Real-time monitoring for agents
The Contact Center Client agent monitors provide real-time agent statistics, cumulative agent
and employee statistics for the shift and real-time, and over-the-business-day queue statistics.
These displays change color when predefined performance thresholds are exceeded to keep
agents informed of significant changes in the service provided to callers. Contact Center Client
empowers agents with information they require to meet personal and center-wide service level
objectives.
The agent, employee, and extension by position and by time monitors can display real-time
caller information: the caller name and number (ANI), and the number the caller/employee dials
for incoming/outgoing calls.
The agent, employee, and extension state by position monitors provide real-time information
in cells that you can arrange to mirror your floor plan. You can view agents, employees, or