Dynamic View monitors availability and workload of the Contact Center in real-time, covering all inbound channels and thus making ongoing operations an open book. And it does this on all common web browsers.
With our Dynamic View you always have an overview of the availability and workload of your Contact Center. The application clearly displays the waiting queues of all media channels (calls, chats, social media, etc.) and the status of the employees. The dynamic display covers all inbound channels – in real time. Dynamic View includes a wide range of roles and rights so that employees only see the information they want and are allowed to see. Dynamic View runs on all major web browsers. With the intuitive Designer, you can easily customize user interfaces to meet your specific needs. In addition, you can publish a consistent, cross-team or cross-company layout in your corporate design.
Dynamic View monitors the current status of your Contact Center in realtime. In addition to the live status of the Contact Center, the user-friendly display records both daily updated and historical data. This makes it easy to evaluate ongoing operations.
By simply adding and editing filters, you decide which data Dynamic View displays to you. For example, you can display all calls in the waiting queue that require a certain skill to be processed. The filters can be adjusted dynamically – also through role-based permissions.
Dynamic View obtains data from Dynamic Flow and enables cross-channel control of calls, e-mails, chats, etc. The respective business value is signaled via the display of the service level. Authorized users distribute tasks, set priorities and control agents (pause, call, transfer).
Dynamic View is based on HTML5 and is operated via the web browser. Monitor pages are individually designed with different display elements and optimized for the specific activity. In this way, employees see only those display elements that they really need. Any number of layouts can be created per client.
Thanks to real-time monitoring (< 1 second), supervisors react immediately to changing conditions. For example, by dynamically adjusting the priorities of incoming telephone calls, e-mails, chats, etc. Manual intervention is also possible with fully automated prioritization.
All real-time Dynamic View data can be used directly via plug-in technology to automate the routing in the Contact Center and other business processes.
The data of your Contact Center is clearly presented to you through a variety of different, freely selectable and combinable display elements. Lists, tables, diagrams, matrices and other elements guarantee an optimal overview.
Use the Designer to control the style of all layouts and display elements in your Dynamic View. You can customize colors, borders, positionable images, and labels, among other things. You can design your user interface according to your requirements or your corporate design.
By assigning roles or rights, the access of user groups to certain functions is defined. In this way, it is determined, for example, which information employees are allowed to see and which users are authorized to control agents or assign priorities.
Dynamic View is highly available through the configuration of its components. Thanks to several parallel instances, the module can also be used in globally operating companies without problems and with high performance.
Dynamic View is scalable and grows with your requirements. So you are technically prepared if your company grows, the number of agents increases or you expand your Contact Center with new input channels.
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