CCM User Interface

The CCM Monitor

The CCM Monitor provides near realtime status of agents, calls, and Sytel queues.

Agent Displays

Agents are organized by call center (usually corresponds to Sytel Tenant) and supervisory groups.

View Options

The agent display may be hidden. The Hide/Show menu option toggles the display. Call centers and groups may be expanded and collapsed (summarized or disclosing details) globally using the Expand/Collapse CCs and Expand/Collapse Groups menu items or individually using the disclosure triangles. Group display can be suppressed entirely using the Show/Hide Groups menu item, and the Agents Only toggle suppresses all groupings.

Settings

Monitor settings enable selection of the States (to be displayed/summarized) and columns for the Agents display.

Call Displays

There are two sections for calls:

• SMRT queued calls, used when CCM provides skill based routing.
  Shows waiting and active call status.

• Call center queued calls, used when inbound calls are queued by Sytel.
  Shows waiting, active, and abandoned calls along with summary statistics for wait times (both abandoned and answered wait times).

Both call displays are organized by Campaign.

Queue Displays

The queue displays show Sytel queue activity to date since tenant restart.

List Displays

The list displays show list "penetration" or progress.

Two dimensions are configurable. In the examples shown, they are set to "Scripts" and "Dealers". A configuration file enables these to be mapped to any user supplied fields in the aggregated list structures and their labels to be specified.