The Monitor component of the Supervisor Suite provides a real-time, intuitive view of system, job, and agent statistics. Supervisors can monitor as many system, job, or agent activities (single or group) as desired; including current call results, call quality, agent productivity, talk times, and progress toward campaign goals. Supervisors can also monitor inbound and outbound wait queues, and view call completion results for each campaign, thus analyzing campaign effectiveness.
The Monitor displays statistics graphically, so the user can easily interpret the data at a glance. To help manage the contact centre more effectively, supervisors can set both visual and audio alarms that are triggered when certain characteristics of a campaign or agent performance are reached. For example, these cues can be activated when an agent has exceeded a specified talk time, or when a campaign has reached a preset goal.
