Real-Time Statistic Monitoring and Alerting

Real-time monitoring of multi-site routing can greatly improve visibility into various site conditions and help administrators adjust and realign staff and tasks to meet call center goals more effectively. You can monitor Interaction Director routing statistics using Interaction Supervisor—CIC's real-time statistic monitoring program. Interaction Supervisor provides state-of-the-art, real-time statistic monitoring.

For more information, see the Interaction Supervisor Help for IC Business Manager.

Supervisor Views in CIC 4.0 or Later

Starting with CIC 4.0, Interaction Supervisor is a program module of IC Business Manager. Interaction Supervisor is no longer a stand-alone program.

Enterprise Group Details View

Interaction Director makes intelligent routing decisions that helps balance loads across CIC sites, meet service goals, and increase customer satisfaction. This view displays service level, abandon, and queue statistics for an Enterprise Group. Enterprise Groups are logically related queues that conceptually represent the target destination of a routed call. 

Each group is a collection of queues from one or more CIC sites where Interaction Director can route calls. For example, an Enterprise Group named "Corporate Sales EG" could include a Sales queue on server CIC_Chicago and a Sales queue on server CIC_Atlanta.

• Enterprise Group Statistics - Summarizes ACD interactions, such as the number of agents logged on, and other particulars that are common to the Enterprise Group as a whole.

• Combined Queue Statistics - Displays Director agent statistics for interval periods. These statistics summarize the activity of call center agents, by reporting the number of interactions received, answered, completed, and abandoned, along with average wait time and average talk time.

• Service Level Parameters - Displays time and histogram intervals for the service level statistic. The range of service level histogram intervals cumulate downwards by default. You can include or exclude histogram ranges.

• Abandoned Rate Parameters - Displays time and histogram intervals for the abandoned rate statistic. The range of abandon rate histogram intervals cumulate downwards by default. You can include or exclude histogram ranges.

Interserver Routes View

This view shows routes on a monitored server used to place inter-server calls between CIC servers.