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The SMSI Current Status Monitor is a real-time software module that enables managers to view ACD queue and agent statistics, set alarm thresholds, and view a timeline of alarm activations. The SMSI Current Status Monitor excels in its ability to display agents and queues from single or multi-switch environments simultaneously.
With SMSI Current Status Monitor, each user has the ability to customize their views to accommodate the statistics that are important in their specific contact center. Users can choose from 100's of queue and agent level statistics to customize their real-time monitor session.
Summary:
- Multi-switch platform allows for simultaneous monitoring of ACD queues and agents from various switches.
- Average, total, and real-time information displayed in a single screen providing managers with a tool to quickly view the current and daily activities of the contact center.
- Conditional alarms and alert functions notify users when specific statistical thresholds are breached. Managers can utilize other applications and still be informed of call center activity when critical situations arise.
- Each manager can customize their monitor session, selecting specific queues, statistics, alarms, and layouts. Each monitor profile may be saved for continued use.
- The Current Status Monitor will display current work state and the accumulated time in that state, allowing managers to quickly view the activity of their agents.
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