Customer Interaction Center Supervisory Monitoring Feature List

Interaction Supervisor serves as a flexible add-on for management or administrators to view activity, send and receive messages and/or alerts on statistical thresholds, and live monitor or coach users during interactions.

Access

  • AccessMay log in at facility or remotely (Remote log-in to Interaction Supervisor new in IC 3.0)
  • When authorized by administrator, pick up or transfer interactions from Queue

Queues Monitoring

  • Provides Detail and Overview views
  • Agent and Workgroup Queues – Provides supervisors with a real-time view into queue and agent activity.
  • Supervisor Alert – supervisors may set thresholds on the above statistics to be alerted that the call center conditions have changed and choose to intervene
    • Workgroup Queues
      • View members, login status, presence status, time in status, whether on active interaction.
      • Set Agent Queue Activation on workgroups when authorized by system administrator. Control interaction distribution based on an agent’s queue activation settings. Agents, supervisors, and overflow team members may be “Active” for selected queues they are members of rather than for all, allowing more flexible scheduling of taking ACD interactions. Eliminates need to constantly change agent membership in queues to smooth out handling of interactions.
      • When authorized by System Administrator, set user status.
      • May sort agents by on phone status and set on phone or available agents font to selected font colors.
      • Workgroup Overview tab allows comparison of multiple workgroups with selected statistics.

ACD Queues

  • View multiple ACD Statistics
    • Total Agents
    • Logged In
    • Available to Take ACD Interactions
    • Percent Available
    • Longest Available
    • On inbound ACD Interactions
    • On inbound ACW
    • Longest inbound ACD Interaction
    • On outbound ACD Interactions
    • On outbound ACW
    • Longest outbound ACD Interaction
    • On non-ACD interactions
    • Longest non-ACD interaction
    • Display active interactions in the queue, including their state, users they may be connected with, ANI or contact resolution data if configured.
    • Configure custom fields to display for active interactions. Any standard system attribute, such asrequested ACD skills, or Time in Queue may be displayed.
  • Graph views available for multiple workgroup or agent statistics in a line or bar style graph
    • Vertical and horizontal bar charts
    • Line graphs
    • Graph any workgroup statistic outlined in the workgroup or Agent view
    • Standard or detailed graph legend
    • Graph tips
    • Customizable View
    • Dynamically Switch between line and bar graph types
    • Add Remove Monitored Statistics
    • Group Graph items by Workgroup or Statistic
    • Modify the duration of Line Graphs (5min, 30min, 4hr, 8hr and 24hr)
    • Ability to change the location of the legend
    • Show or hide statistic values in the legend
  • Call Activity
    • Displays Individual Line or Station Activity for active calls
    • Allows managers to view Supervisor listen sessions as well as the name of the supervisor who is monitoring a call.
  • Monitor Multiple Queues
  • System Performance
    • Session Manager views – displays all connected session manager servers and various load and status statistics.
    • Telephony views – for boarded servers, displays the status of all digital telephony hardware configured in the IC server.
    • System status – displays various system status and performances statistics of the IC server
      • Interaction Statistics: Longest call, Longest chat, Longest e-mail, Longest generic object, Active calls, Active chats, Active e-mails, Active generic objects, SIP station calls
      • IC Performance: System latency, Page Faults, Disk Space Recordings, Disk Space Logs, Disk Space System, Disk Space Work, Total CPU Usage, CPU Usage Notifier, CPU Usage IP, CPU
        Usage TTS, CPU Usage TS, Average Latency
      • IC System Status: Currently Executing Handlers, Host Tool Connection Errors, Host Tool Other Errors, Available TTS Sessions, TS Ping Time, Switchover UDP Heartbeat Interval, Backup Ready, Backup Server Name, Time Since Last Switchover
      • Telephony Resources (for HMP Systems): Voice Resources Available, Conference Resources Available, IP Resources Available
      • Interaction Recorder: IR Is Processing Recordings, IR Database is Available, IR is in Error State, IR Recordings in Progress, Free Space in IR Unprocessed Directory, Successful Recordings (Last Hour), Unsuccessful Recordings (Last Hour), Number of IR Users, Recording Lag Time, Unlicensed Recordings in Process, Unlicensed Recordings (Last Hour), Unlicensed Recordings (Today), IR Screen Recordings in Progress, Successful Screen Recordings (Today), Successful Screen Recordings (Last Hour), Unsuccessful Screen Recordings (Today), Unsuccessful Screen Recordings (Last Hour), Free/Total Disk Space Across Capture Servers (GB), Capture Servers >90% Full
      • E-mail: E-mail Waiting to Be Delivered, E-mails in Pre-delivery Processing, E-mails That Cannot Be Delivered, E-mails Scheduled to Be Retried
      • Fax: Faxes Sent Successfully, Fax Send Connection Failures, Fax Sends Aborted, Fax Receptions Failed (Connection Failure), Fax Receptions Failed (Aborted), Fax Resources Available
      • Speech Recognition: Current Speech Recognition Sessions, Peak Number of Recognition Sessions
      • PMQ: Multiple Component Connection to DB, Multiple SubSystems’ PMQ Persisting to Disk, Multiple Subsystems’ Oldest Message on Disk
    • Graph views available to display various system status and performance statistics on a single graph.
    • Alert Manager – view all alerts on one Window.

Live Monitoring and Coaching

  • Monitor calls, e-mail and web chat:
    • Listen – supervisors may select an active call, web chat or e-mail and “listen in”.
    • Record – Supervisors may select an active call, web chat or e-mail and choose to record that interaction.
    • Workgroup alert – Supervisors may monitor a queue whereby they are alerted of every new interaction in the queue, which agents are assigned to the interaction and then choose to listen or record the interaction.
    • Supervisor Transfer – Supervisors may select an interaction in queue and “drag and drop” the call onto an available agent in any workgroup to have the interaction answered.
    • Supervisor Join – Supervisors can select an active call and “join”, creating a conference call where the agent and customer can both hear them.
    • Whisper Coaching – Supervisors can select an active call and choose to coach the agent without the customer hearing.
    • Supervisor “Grab” – Supervisors may take the interaction away from an agent if necessary, and handle it themselves, or as above, transfer it to another agent.
    • Continuous listen – Supervisors can select user or queue and listen to series of calls

Supervisory Messaging

  • Messages may be sent as a one-time event or may be triggered by statistical thresholds:
    • Send messages to single user, multiple users, single workgroup, multiple workgroups
    • Message displays in Interaction Client .NET Edition or Outlook Edition
    • Message may appear as a “toast” popup or as a rolling banner at the bottom of the Client interface
    • Configure Message Display Period for one-off messages
    • Configure sounds to play when message appears
    • Configure icons or URL links within message
    • Recipients may be any configured CIC user
  • A combined status view shows all simultaneous interactions
  • All interactions use all the ACD features including:
    • Display of estimated hold time and place in queue
    • Option to display other messages while waiting
    • Agent and remote party chat windows
    • Configurable setting to automatically save e-mails sent by agents to customersconfigurable settings

View Statistical Data on Queues

  • May configure display with only the statistics that matter to the individual user
    • Can remove those that are not of interest from default display
  • May configure range to trigger alert:
    • Entering the range
    • Exiting the range
    • During the range
  • May play .wav file
  • May display icon
  • May select color to fill statistics field
  • May send e-mail to any e-mail address
  • May choose custom handler to perform additional flexible actions, such as calling a mobile phone and playing a text-to-speech message or recorded prompt.

Reporting

  • Access historical reports from Reporting tab (licensed access)
    • Preview Reports
      • Page Through
      • Option to Print
    • Print Reports
    • Export Reports
      • Specify File
      • Specify Format
        • Microsoft Word
        • Microsoft Excel
        • Lotus 1-2-3
        • HTML
        • Rich Text Format (RTF)
    • Control User Access to Reports
      • To Reports Page
      • To Specific Report
      • By Default User or Workgroup
  • Access Interaction Report Assistant from Reporting tab (licensed access) (New in IC 3.0)
    • Create table or matrix style reports
    • Export Reports
      • Specify Format
        • PDF
        • Microsoft Excel
    • Edit Reports from Report Assistant Wizard

Assistance

  • Assistance button in the .NET Client edition allows user to request assistance for an ACD interaction from Supervisors defined for that workgroup. Supervisors respond back to request
    via Interaction Supervisor interface and may immediately begin assisting agents by coaching, joining, or taking over the call.Assistance Response

Additional Interaction Supervisor Plug-Ins

  • These plug-ins may be available depending upon licensing and add-on products in use
    • Interaction Dialer
    • Interaction Optimizer
    • Interaction Director
    • System Monitoring

Note: See the Interaction Supervisor Plug-ins Feature Overview for more in-depth treatment of its functionality.

Please see your reseller regarding possible custom handlers for timeframes and cost estimates to implement custom alerts.

www.cuasterisk.com | Phone: 616.285.5711 | Toll Free: 800.327.3478 x167 | Fax: 616.285.5735