Real-Time Monitoring

• View activity of all contact center agents and queues in real-time
• Monitor real-time performance to maximize and maintain high customer service levels l
• Set warning and critical service thresholds and alarms on agents and queues
• Customize color-coded real-time view of agent state to highlight critical situations

Historical Reporting

• Choose from over 150 reports detailing agent, queue, extension and trunk activity
• Replay historical ACD activity to help analyze and forecast contact center operations
• Schedule automatic printing, emailing and exporting of reports for a defined time period
• Perform a cradle-to-grave analysis on any call using Call Visualizer

Remote Contact Center Monitoring

• Monitor your business in real-time from anywhere via a web browser
• Access real-time contact center statistics, historical reports and replay historical activity anytime, anywhere
• Configure your own portal to display information that is important to you
• Remotely manage contact center from a single browser session

Intelligent In-Queue Messaging

• Provide callers the option to enter the queue, leave a message or call again
• Reduce abandoned calls by advising callers of expected wait time
• Make queue wait time productive with custom messages on FAQs, promotions, special announcements and more
• Schedule pre-recorded messages and music for different ACD groups or times of day