Supervisors - Managing a multimedia contact center

Within Contact Center Client, supervisors can access and oversee real-time customer activity and agent response using a series of desktop monitors, as well as review historical activity. They can affect service levels by manipulating agent group presence and distributing interactions among queues. Using monitor alarms they can be notified when agents are inappropriately inactive or queues become inordinately busy and react to these situations quickly and effectively to improve the customer experience and optimize agent productivity.

Ignite is available as either a desktop or Web version. They share much of the same functionality but also offer unique agent and supervisor experiences enabling you to choose the application that suits your individual needs. In our documentation, we refer to desktop Ignite and its features as Ignite (DESKTOP) and Web Ignite and its features as Ignite (WEB) or, where appropriate, as DESKTOP or WEB only.

When circumstances dictate, supervisors licensed for Multimedia Contact Center can use Ignite to temporarily handle interactions, alleviating customer wait times and ensuring a satisfactory service level is maintained. Searching email, chat, SMS, and open media history can also be done in Ignite. This sort of information is essential when building a case history, following a trail to investigate a customer complaint or compliment, or to track agent performance.

With Ignite (WEB), supervisors can access real-time monitors to view current queue statistics and callback requests. They can also view agent and employee statistics and interact with agent presence to improve service levels.

Assessing the statistical information that is found in the wide array of multimedia reports available is an essential part of effective contact center supervision. Reports can be generated, viewed, and scheduled in CCMWeb, your center for reports, setting preferences, and accessing the Help resource documentation.