Real-time monitoring

Every­thing in view
Change Management

Real-​time mon­i­tor­ing is the tech­nique of con­tin­u­ous mon­i­tor­ing of data updated at short notice and can quickly respond to sud­den events and changes.

Con­tin­u­ous super­vi­sion

Every­thing vividly pre­pared


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.

Fea­tures

What is the use


  • 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

IPD Knowl­edge

In a nut­shell


You don’t under­stand a term or would like to get more infor­ma­tion about it to be on the safe side? We will be happy to help you! In our wide-​ranging glos­sary, all tech­ni­cal terms relat­ing to the topic of infor­ma­tion tech­nol­ogy are explained in a holis­tic man­ner, so that you always have a full overview. Dis­cover now!