Comprehensive real-time monitoring

Interaction Supervisor

Interaction Supervisor pre-integrates to the Customer Interaction Center® and other “Interaction Center” products to provide a single real-time interface for monitoring agent and workgroup activities, along with interaction events and IC system and queue statistics.

Supervisors also find it easier make split-second decisions with readily-viewed statistical displays for lines and stations, and with system alerts, notifications, SNMP monitoring, event logging and log retrieval. Features like whisper coaching and threshold alerting also enhance service-level management and put supervisors in proactive control to maximize agent effectiveness and customer service.

A “plug-in” architecture and monitoring plug-ins. Oversee Workgroup Status and System Status activities in CIC, as well as outbound call campaigns in Interaction Dialer®, multimedia recording processes in Interaction Recorder®, and multi-site interaction routing activities in Interaction Director®. Add these other product application plug-ins from Interactive Intelligence at any time via simple licensing.

Agent and Workgroup Overview Views. View direct performance comparisons among agents in one consolidated table, or display and compare agent performance in various workgroups. Also use the Workgroup Overview View to put Workgroup, Workgroup Overview, and Graph views in one display for monitoring multiple workgroups and statistics concurrently.

Real-time graphs and alerts. Graph Views present graphs in real-time and provide options to display data in line graphs as well as vertical and horizontal bar charts. Also create graphs based on a variety of statistics, and graph any workgroup stat outlined in a Workgroup View. Additionally configure customizable alerts for workgroup and queue statistics, and send notifications via sound, e-mail, or icon/ graphic when pre-set parameters have been exceeded.

Multiple window displays simultaneously. Arrange multiple views simultaneously or in a tabbed workbook window arrangement with Interaction Supervisor’s dockable framework. Also maintain persistent window settings and utilize Tile, Cascade and Icon views to optimize statistical monitoring.

Interaction Optimizer™. Supplement the Interaction Optimizer workforce management application with Interaction Supervisor’s quality monitoring and whisper coaching to elevate agent effectiveness as well as service levels.

Key benefits
Interaction Supervisor condenses monitoring activities to one interface that allows you to:

Improve interaction control with real-time data displayed in readily viewed line graphs and bar charts to help supervisors make instant, well-informed decisions.

Optimize agent and system performance by continually monitoring agent, workgroup and IC system/ queue statistics in real-time, and by receiving immediate alerts when pre-determined performance goals are not being met.

Reduce operations costs with a single monitoring interface to display interaction activities as well as IC system diagnostics.

Plug in new monitoring capabilities whenever required by licensing each monitoring plug-in available for the Interaction Center product lineup.

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Features Overview (352Kb PDF)

Case studies

The contact center
PBX, ACD, IVR, CTI and more
Customer Interaction Center®