2013-2014 DMG Infrastructure Guide
Gain a snapshot view of all inbound queues to quickly assess the number of calls in the queue, the maximum hold time, and the number of call center agents currently available to handle inbound phone calls.
Clear visibility is enabled of all call center agents working any telemarketing campaign. Current data performance is broken down by call result categories.
Quickly monitor the state of all logged on agents, gaining information on current log on session, calls handled, work time, RNAs, and more. Phone monitoring sessions and real-time chat are easily initiated.
Actively monitor spikes in your campaign and gain clear visibility so you can know when to scale up or scale down.
View all of the chat queues to quickly assess the number of “callers” in the queue, available agents, wait time and more.