CMX - Call Center

Supervisor Monitor

The Supervisor Monitor allows online observation / control of the call centers performance parameters and provides a complete overview of lost calls (including call-back list). The following parameters are visualized per service and agent:

  • Agent state (logged out, available, ringing, calling, post-processing, break)
  • Number of calls waiting
  • Number of calls served
  • Number of calls not answered
  • Number of calls aborted by customer
  • Number of calls switched
  • Total call duration
  • Average call duration

Agent Monitor

The Agent Monitor is the configuration and information tool at the agents desk. It provides information about the upcoming calls like desired service, VIP, waiting calls, agent state messages, etc. All the features are activated using the GUI (log on, log off, break, answer call, forward call, call-back, etc.).

Record of a conversation / listen in

To make it possible to continously improve and adapt customer service, record of a conversation between customer and agent and listen in for ongoing calls by the supervisors is supported. The record of a conversation will be started automatically according to predefined parameters:

  • Caller ID (CLIP, VIP, IVR, etc.)
  • Agent assignment
  • Call date, call time, call duration

Statistics / reporting

Data will be processed per service and agent as follows (per hour, day, week, month):

  • Number of calls assigned
  • Number of calls served
  • Number of calls lost
  • Average call duration
  • Total call duration
  • Total working hours

Technical integration

  • Connection to the public network integration of SS7, R1, R2 protocols
  • Connection to all well-established private branche exchange - analog, BRI, PRI, RS232, TCP/IP (SIP/RTC)
  • Database connections - AS400, Oracle, MS-SQL, MySQL, Sybase, DB/2, Informix, Xbase, etc.