Empirix extends OneSight.Empirix Inc. recently announced the launch of a new extension to its OneSight contact center monitoring solution. OneSight Call Statistics Monitors was designed to help contact centers measure and reduce the impact of technology issues on agents' key performance indicators Key Performance Indicators (KPI) are financial and non-financial metrics used to quantify objectives to reflect strategic performance of an organization. KPIs are used in Business Intelligence to assess the present state of the business and to prescribe a course of action. (KPIs). KPIs are used in contact centers to measure and manage agent performance and service quality--examples are queue Pronounced "Q." A temporary holding place for data. See queuing, message queue and print queue. (programming) queue - A first-in first-out data structure used to sequence objects. Objects are added to the tail of the queue ("enqueued") and taken off the head ("dequeued"). length, transaction length and first-call resolution rates. Agents and contact center managers are held accountable for meeting KPIs, and often compensation is tied to their ability to do so. Empirix has stated that its OneSight product is the "first proactive monitoring solution for contact center technology." OneSight Call Statistics Monitors help call centers correlate real-time 1. real-time - Describes an application which requires a program to respond to stimuli within some small upper limit of response time (typically milli- or microseconds). Process control at a chemical plant is the classic example. call behavior with voice self-service and infrastructure performance. The new measurements were added to provide greater visibility into the impact that automated au·to·mate v. au·to·mat·ed, au·to·mat·ing, au·to·mates v.tr. 1. To convert to automatic operation: automate a factory. 2. system issues have on agents and on overall contact center efficiency. They also allow IT staff to prioritize pri·or·i·tize v. pri·or·i·tized, pri·or·i·tiz·ing, pri·or·i·tiz·es Usage Problem v.tr. To arrange or deal with in order of importance. v.intr. repairs to minimize customer, business and agent impact, and enable contact center managers to re-state KPIs to accurately reflect their performance by removing the negative effects of technology problems. www.empirix.com |
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