With contact centers as the central hub for customer experience, incorporating vast amounts of omni-channel data from disparate sources in real-time can provide a significant competitive advantage in driving business results.
Vityl Insight's Contact Center Metrics (CCM) module serves as a single system-of-record for the automated collection, aggregation, transformation, management, and publishing of performance metrics across the disparate systems and data sources behind a Contact Center. CCM provides the insights needed to enhance customer experience and optimize revenue generation with real-time, end-to-end, consolidated views of Contact Center performance.
The Overall Performance view provides contact center management and customers with ready access to key contact center metrics. The view quickly answers questions on how the contact center is performing against targets and objectives. It also highlights problem areas and service level jeopardies. The view provides easy navigation backwards in time with defaults for previous day, week month and custom settings.
The Current Status view is provided to answer the question of what is going on right now in the contact center. This view is generated in real-time from the contact center Automated Call Distributor (ACD). This information is then automatically merged with the business’ organizational hierarchy to provide summaries of performance in a view that is relevant to business stakeholders.
TeamQuest Dashboard CCM leverages responsive design in enabling mobile devices access to the CCM product. As part of the base CCM product, a responsive version of the Current Status view is provided. This enables anywhere/anytime access to the CCM application using any device.