Real-time monitoring

Real-​time mon­i­tor­ing is a web-​based and pow­er­ful cross-​media mon­i­tor­ing tool that allows you to keep an eye on all busi­ness trans­ac­tions in the con­tact cen­ter.

It enables the mon­i­tor­ing and cross-​channel con­trol of all com­mu­ni­ca­tion chan­nels – for exam­ple, tele­phony, e-​mail and chat. This means that super­vi­sors and employ­ees always have an overview of all rel­e­vant key fig­ures, such as con­tact cen­ter uti­liza­tion, the total num­ber of callers per day, and com­pli­ance with ser­vice lev­els. With a vari­ety of dis­play ele­ments, data is pre­sented in clear dia­grams, tables and numer­i­cal mea­sure­ments.

All dis­play ele­ments and the entire mon­i­tor page can be cus­tomized to match cor­po­rate iden­tity. Func­tions and adjustable para­me­ters allow set­ting thresh­olds for alarms or super­vi­sor inter­ven­tion, so that opti­mal uti­liza­tion and effi­cient busi­ness processes can be achieved in the com­pany.

• Clear dis­play of the wait­ing fields of all media chan­nels as well as the employee sta­tus
• Opti­mal overview of the live sta­tus, daily and his­tor­i­cal data of the con­tact cen­ter thanks to many clearly pre­pared dis­play ele­ments
• Defined access of users to spe­cific func­tions through the assign­ment of roles or rights
• Avail­abil­ity and uti­liza­tion of the con­tact cen­ter always in view thanks to the imme­di­ate reac­tion of super­vi­sors to chang­ing con­di­tions