Dynamic View

Mon­i­tor­ing. In Real-​Time.

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.

In a nut­shell

Dynamic View — what’s that?


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.

Your cus­tomized user inter­face

Tailor-​made

1) Dis­play of the wait­ing queue

2) Sta­tus of all agents

3) Work­load of the Con­tact Cen­ter

4) Con­trol of sin­gle agents

5) Prop­er­ties of an agent

6) Role man­age­ment

7) Assign­ment of skills

Your advan­tages

At a glance


Every­thing in real-​time

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.

Pre­cise fil­ters

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.

Con­trol of all inbound chan­nels

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).

Indi­vid­ual lay­out

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.

Fea­tures

Real-​time

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.

Plug-​in tech­nol­ogy

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.

Dis­play ele­ments

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.

Designer

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.

Roles and rights

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.

Avail­abil­ity and Reli­a­bil­ity

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.

Scal­a­bil­ity

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.

Do you have ques­tions about our Dynamic View?

Get in touch with us


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