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 CIC 3.0 users, see the Interaction Director Monitoring Guide. It provides comprehensive coverage of this topic, and explains each statistic in detail. The plug-in that adds Director views and statistics to Interaction Supervisor installs as part of the Director install and can auto-update Supervisor client machines. Monitoring statistics requires at least one CIC server in a Director-routed network. You can set alerts on any displayed statistic, using the same alert settings available to many other Interaction Supervisor views. For more information, see Supervisor Views in CIC 3.0.

For CIC 4.0 users, see the Interaction Supervisor Help for IC Business Manager. Starting with CIC 4.0, Interaction Supervisor is a program module of IC Business Manager. It is no longer a stand-alone program. For more information, see Supervisor Views in CIC 4.0.