It is INSTANT! No delays or hold ups in knowing EXACTLY what is happening on your call centre floor!
The Agent Timeline allows you to monitor a individuals activities in real time, and has a rolling timeline which shows you the last period of time you choose. This enhanced view unique to XIMA gives context to a current call or behaviour which allows you as a call centre manager to make decisions with the belief in your actions.
The Group Timeline shows real time statistics of groups and queues in the centre. It gives to the second information on Calls in Queue, Average Daily Wait times, Longest Time in Queue and they update live as a call enters or exits the queue. This not only gives you a second by second view, but allows you to grow to understand the resourcing you require at different times of day.
The Real-time Canvas allows you to create amazing Wall Board Displays with a fully customisable interface, you can allow management and team members get an overview of how they are performing against internal KPI’s and service frameworks. You can even brand it so that the wallboard reflects your company and your goals.