Aspire Advanced Solutions

Real Time Monitoring

Real Time Monitoring is crucial for you and your shift managers to be able to respond immediately to chagnes in your call center. Optimus offers many Real Time screens, tooled to answer your every need: A general call center view, several ways to monitor your agents (including a physical layout of your call center), and a queue monitoring tool to better enable load-balancing and call-crossing between different groups in your call center.

All Real Time screens are web-based. This enabled you to monitor your Optimus call center from anywhere - from home, from a wireless hotspot location, even using a handheld device - all you need is an internet browser and you're ready to go!

Real Time screens in Optimus include one specially designed for your agents. Agents need to know what's going on in the call center - but only regarding activities they're involved in. If you let your agents see the status of queues they're handling, they will be able to handle themselves accordingly.

With Optimus providing on-the-spot information, you will be able to respond correctly to momentary peaks created by promotional campaigns, diverting agents from other groups and then having them resume their customary work. When you can see who is on break, who is on an internal call with a supervisor, who is handling clients and who is waiting for work, managing your agents is much easier.

Here are some more of the Real Time screens Optimus offers:

Agents Status Screen:

Agents Status & Physical Layout Screen:

Individual Agent Status & Control Screen:

Agent Toolbar:

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