Service Overview
Information is power. A company that knows what is going on inside its contact center holds the key to its success. With a skilled management team and sufficient reports, a contact center can increase both customer loyalty and return rate. This key to success for a business is to have a centralized management system. iWatch was specifically developed to give a contact center a centralized point of control. By using it, an administrator can monitor and control all registered components of the contact center. iWatch is comprised of four systems: iLogger, iReport, iBeat and iMap.
iLogger
Different applications in a contact center have various methods to log their events. Applications running on different machines will create log files on the machine that they are running on. Having no standardized method, logs are written and created by each application. This results in logs with various looks and feels to be created and running in the contact center, but residing on different machines. Maintenance and analysis of the log files become difficult with all of the different locations, timestamps and information that each individual log files present. The log server is a centralized log repository that handles all of the logging events for each contact center application. Having a centralized repository has many advantages:
- Simplifies logging tasks on the application side.
- Implements a universal log style that is common to all applications.
- A secure, mass storage repository in a centralized location.
- Simplifies the creation of reports by having all of the logs in a centralized location.
- Enhance the application performance by shifting the log task to the logging application.
- Allows for a synchronized log time based on the time of the log server rather than the individual application machines.
- Join log data from multiple application instances running on separate machines.
The information that is stored on the log server can be kept for a specified amount of time, and can be used to generate historical reports. The log server comes with standard templates, which can be customized, to generate historical or real-time reports.
iReport
iReport can record and statistic all the detailed status and behavior information of agents in iCare system, just like: login, input customer information, control the call, record service status, logout and so on.
iReport System Statistic Report Agent
AUX reason statistic report
Agent on duty statistic report
Answering number statistic report
Skill statistic report
Detailed Report Agent AUX reason detailed report
Agent on duty detailed report
Answering number detailed report
CSR detailed daily report
Agent information collecting detailed report
Agent statistic report
Group member on duty efficient detailed report
Group leader on duty efficient detailed report
Consult & transfer detailed report
Inquiry report
Personal on duty detailed report
AUX reason statistic report (Personal)
AUX reason statistic report (Reason)
Personal on duty tracing detailed report
Personal login tracing detailed report
Report management
Report maintenance
Authorization management
Report configuration maintenance
Report log inquiry
Shift management
Shift maintenance
Agent shift maintenance
Agent shift monthly report
iBeat
iBeat is an online monitoring system that provides the statuses of real-time agents, applications activities and system machines. It can also provide service reports for managers. Managers can use the iBeat to determine the efficiency and effectiveness of each agent, and use this information to plan the allocation of resources. The On-Line Monitor is a window to all of the contact center's activities.
iMap
iMap is an expansion tool of iBeat. It allows users to quickly search for a particular agent and view building floor layouts with visualized agent seating maps. Different colors are set to represent statuses of the agent. iMap is very convenient for the manager who wishes to locate an agent and know their status.
Together, these four systems ( iLogger, iReport, iBeat, and iMap) provide a contact center that a centralized management system needs to successfully administer and monitor its resources.
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