Real-time and Historical Report feed for Workforce Management Software Integration
Real-time ACD and Dialer Reporting
Q-Suite offers comprehensive real-time reporting on all facets of the contact center ACD and Dialer activity. Real-time monitoring software offers Agent, Queue, ACD and Dialer activity details of the contact center floor through real-time data feeds. Supervisor dashboards provide key performance indicators using the real-time data feeds for ACD, Queue, Dialer and Agent activity. Any Workforce Management Software can obtain a continuous feed of this data through the WFM integration module available within Q-Suite.
- Live Agent State Updates
- Live ACD, Queue and Dialer Stats
- Live and historical updates for WFM Software
- Live updates for other applications like Call Recording
Historical Contact Center Reporting
Historical data based on accumulated real-time data provides a comprehensive statistical insight into Agent, Queue, ACD, Dialer and Campaign performance. Q-Suite will provide,
- Agent Time profile with a break down of the States like Talking, Wrap-up, Waiting for Call, DND, etc.
- Q-Performance indicating the SLA as a function of Queue Wait time
- Call Logs and CDR records for each call
- Agent Activity with emphasis on Call Handling success
- Dialer performance
- Abandoned Call Detail and Stats
Supervisor Dashboard
Supervisor Dashboard is a collection of Real-time and Quality Control tools available with the Supervisors to manage the floor activity of the Contact Center. They include the ability to,
- Listen/Record/Whisper Live Agent Calls
- Listen to Call Recordings
- Monitor Live Agent Activity and States
- View ACD and Queue Dashboard
- View and Manage Dialer Activity