Contact Center Management Benefits
Read on to find out about the benefits of Contact Center Management in historical reporting and monitoring, real-time monitoring, agent forecasting, multi-site management, improved system administration, support for Terminal Services, support for Citrix environments, and enterprise presence and chat integration.
FEATURE	DESCRIPTION	BENEFIT
Historical reporting and monitoring	Historical reporting You can view, generate, schedule and share 250 different report types across all contact center elements over any date and time horizon. Presentation quality tables and charts for all reports are delivered in Microsoft® Excel. NEW Lifecycle reports enable you to trace and report on all events related to the life of a specific call. You can request Lifecycle reports based on agent/agent group, queue/queue group, DNIS/DNIS group, extension/extension group, trunk/trunk group, enterprise, site, or media server. You can optionally filter reports based on options such as duration in queue, agent, Account Code, phone number, and extension. Lifecycle reports also contain any relevant call notes and call recordings for a call.	Enables you to easily measure and demonstrate contact center performance against service level objectives, and optimize contact center operations.   Lifecycle reports enable you to determine where calls go within your business and how they are handled. They provide you with the ability to review exactly how employees handle calls.
	NEW Call recording integration Contact Center Management now integrates with several industry leading call recording applications. Call recordings are accessed from call specific Lifecycle reports.	Call recordings enable you to monitor the quality of service being provided by your employees and follow up on customer complaints. They can also be used for training purposes. Lifecycle reports enhance the supervisor experience by giving them the complete context of a call.
	Historical monitoring You can view historical events at your own pace in simulated real time. View each agent’s state, how long they were in that state, and when they logged on and off. Monitor queue activities and call volumes.	Enables you to analyze when and why past service problems occurred so you know how to avoid similar problems in the future.
	Data mining You can search through all enterprise call records generated by the telephone system. The data mining tools are loaded with filter and search parameters capable of finding virtually any contact center event.	Enables you to search through call records and find that ‘needle in a haystack’. You can easily identify the series of agent and queue events that led to a breakdown in customer service, and search non-ACD extensions to review call activities.
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FEATURE	DESCRIPTION	BENEFIT
Real-time monitoring	Real-time monitoring for supervisors You can view real-time displays of agent and queue activity, with customizable monitors and alarm thresholds. Display each agent’s current state, how long they’ve been in that state, when they logged on and off, and more. Queue monitors display real-time queue statistics.	Enables you to proactively manage your contact center based on current conditions. You can track and provide feedback on the performance and shift adherence of individual agents. You can also respond immediately to changing traffic volumes and queue conditions to ensure service goals are maintained.
	Real-time monitoring for agents With the agent desktop display, agents view customizable displays on their computer desktops, of current shift statistics, queue statistics, and the availability of other agents in their answering group.	Empowers agents with the information they require to make informed decisions to meet personal and contact center service level objectives.
	NEW Real-time caller information A real-time extension monitor displays the general business activity of extensions, including Caller ID information: caller name, caller number (ANI), the number the caller/agent dials for incoming/outgoing calls, (DNIS) and caller collected digits (requires Mitel Intelligent Queue Collect Caller Entered Digits), such as account numbers and Busy Lamp Field (BLF).	Know the availability of your employees, who they are speaking with, and how long they have been talking.
	Internal instant messaging Agents and supervisors can communicate with each other, quickly and securely, using internal instant messaging capabilities.	Enables you to broadcast service alerts to all agents, coach agents, and send timely messages, such as asking an agent to delay going on break when the contact center is busy. Enables agents to request assistance while on a call to ensure quality of service.
	Reader board messaging You can program Spectrum LED reader boards using Contact Center Management administration. Display contact center statistics including the number of calls in queue, the wait time of the longest waiting caller, and the number of available agents. Broadcast messages and use audible alerts and jazzy display options.	Empowers contact center employees with information they require to meet personal and contact center service level objectives.
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FEATURE	DESCRIPTION	BENEFIT
Agent forecasting	Forecasting You can forecast contact center agent requirements based on historical information, average talk times, wrap-up times and service level objectives. Perform "what-if" scenarios to better understand the implications of your decisions prior to implementing them. Presentation-quality tables and charts for all forecasts are delivered in Microsoft® Excel.	Enables you to plan and manage contact center resources more effectively in order to meet expected traffic volumes.
FEATURE	DESCRIPTION	BENEFIT
Multi-site management	Multi-site management Extends the capabilities of Contact Center Management across multiple sites/switches, enabling you to receive up-to-the-minute reports and view real-time agent and queue displays for multi-site contact centers via the corporate LAN/WAN or Intranet/TCP/IP.	Enables you to monitor and respond to changing contact center activities across multiple sites, ensuring enterprise resources are effectively managed.
FEATURE	DESCRIPTION	BENEFIT
Improved system administration	NEW Single user interface The new YourSite Explorer enables complete configuration from a single user interface. It includes enhanced selection, sorting, and searching capabilities, support for large scale enterprises, and 3300 ICP Synchronization and Validation	YourSite Explorer provides a single point of configuration for Contact Center Management It streamlines configuration by enabling you to configure and administer Contact Center, Call Accounting, Intelligent Queue, and Contact Center Scheduling options from a single user interface..
	NEW Synchronization and Validation The new YourSite Explorer application enables you to configure and write 3300 ICP queues, agent skill groups, and agents (including skill level), and validate/edit Class of Service, Class of Restriction, and Assignment form settings using 3300 ICP Synchronization and Validation. During synchronization and validation, the queues, agent skill groups, and agents configured in YourSite Explorer are written to the telephone system.	This enhanced functionality enables you to configure Customer Interaction Solutions applications from your desktop. Validation of device and assignment form settings ensures quality data collection and accurate reporting.
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FEATURE	DESCRIPTION	BENEFIT
Support for Terminal Services	Contact Center Management is now supported for use with the Microsoft Windows Server 2003 edition of Terminal Services.	With Terminal Services in Windows Server 2003, users can access a terminal server from within a corporate network or over the Internet. It provides technologies that enable users to access Windows-based programs that are installed on the terminal server, or to access the full Windows desktop.
FEATURE	DESCRIPTION	BENEFIT
Support for Citrix environments	Contact Center Management is now supported to run in a Citrix environment. Version 5 supports both the Citrix Windows XP client software and thin-client machines (stripped-down machines that tap into a company’s computer applications and data over a central network).	Customers in both the North America and Europe, Middle East, and Africa (EMEA) regions will save money by running their software in a Citrix environment.
FEATURE	DESCRIPTION	BENEFIT
Enterprise presence and chat integration	With the addition of Microsoft Office Live Communications Server, agents and supervisors use Microsoft Office communicator as their default instant messaging client. The presence of company employees is delivered natively through Contact Center Client. Contact center employees can view the presence of both internal and external contacts to determine if they are available to communicate. In addition to Online, Offline, and Away, employees see In a meeting, Busy, On a call, Do not disturb, Out of office and other presence indicators.   In a Live Communication Server environment, you can take advantage of other forms of communication: computer voice calls, video conferencing, white boarding, and desktop sharing capabilities. Communication with MSN, AIM and Yahoo! is typically limited to instant messaging only.	Live Communications Server extends the capabilities of Contact Center Chat enabling agents to communicate with people who are: in the same company, but are not using Contact Center Client; in the same company, but are not on the same intranet; external to the company, where the companies in which they work have a Federated Live Communication Server environment and use Office Communicator; or external to the company, communicate over the public internet, and use popular instant message services (MSN, AIM, Yahoo!)
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