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Xima Realtime

Jul 22 2013



Better manage your business with real-time monitoring. While the Cradle to Grave view and Chronicall’s detailed reports allow you to see call data after calls have ended, the Realtime module uses live data about your agents, hunt groups, and queues to provide customizable displays and information at a glance. This is true real-time; there is no five-second refresh rate. As soon as a call comes in or an agent’s status changes, Chronicall incorporates the new data into the unique Agent Timeline, Group Timeline, and Realtime Canvases.

With the Agent Timeline, you can see each of your agents’ current activities and statuses in a simple timeline format. Unlike other reporting software that only shows what your agents are doing at the moment, the Agent Timeline leaves behind a record of each agent’s behavior in the past. This gives you a contextual understanding of the data and allows you to make critical decisions with confidence and accuracy.

Accurate queue statistics are vital for efficient call center management. The Group Timeline displays these statistics for each hunt group with a set of continuously updating graphs representing the number of queued calls, the longest wait time, and the average wait time side by side. As calls enter or leave a hunt group’s queue, the graphs change accordingly, giving you the knowledge you need in order to adjust your resources in real time.

Turn any screen into a wall board with a Realtime Canvas. Create updating text, marquees, charts, graphs, and images to turn a blank white screen into a customized information portal for yourself or your entire team that looks and works like your own custom-branded software.

With Realtime, you can even run reports on an agent’s status information over a period of time, like idle time, time spent logged into a group, or time spent in Do Not Disturb status. Since these reports plug directly into the familiar Chronicall interface, you can start running them right away.

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