Sample Screens

The CC Advisor provides a real-time view of ACD queues and agents. The objective of each of the four windows is to present different aspects of real-time performance in order to help a supervisor work more efficiently. These windows can be arrayed so that a supervisor sees them all or stacked to show only the most critical data on top. A supervisor logon name is associated with a set of queues and agents, providing a customized display for each supervisor.

The Queue Statistics window shows current call activity by queue, and breaks down calls by ACD state. A scroll bar lets you scan through any number or all ACD queues for current status.

Current call activity, shown by three key statistics -- Calls Waiting, Length of the Longest Waiting Call, and Service Factor -- are graphed by ACD group in the Status Bar window.

With the addition of the CC Analyzer, a Shift Totals window shows a breakdown of ACD performance over time. One simple click over a queue name reveals the interval totals from the start of the shift or business day through the last completed interval. This information can also be printed.

Agent Status, a fourth window, displays current agent state. Highlighting of a state identifies when the agent has exceeded the expected time associated with that ACD state in that particular queue. A click of the mouse over an agent's name pops up that agent's call history from start of day to the present interval. This information can also be printed.