Competella Quality Monitor for SaaS

Competella Quality Monitor for SaaS

The Enghouse Competella Quality Monitor provides

real-time monitoring of the queues and agents for:
Enghouse Competella CCE (Contact Center Enterprise)
Enghouse Competella AC (Attendant Console)
Enghouse Competella CCW (Contact Center Workgroup)

The application is web-based using push technique and

could be displayed on a monitor as a wallboard or at a
PC for a supervisor.

Which queues and parameters that should be monitored

are configured directly in the web interface and the
configuration is stored on the server for each user of the
Quality Monitor.
Competella Quality Monitor for SaaS – Available Parameters

Answered Rate - Calls Answered/Calls Total.

Avg. Handling Time - The average time that the agent talks in incoming calls.
Avg. Wait Time - Average waiting time in the queue, based on the last 20 calls.
Avg. Wait Time Before Drop - Average waiting time for calls that hasn´t been answered before the customer has hanged
up.
Available Agents - Currently available agents (agent green status).
Busy Agents - Currently available agents (agent red status).
Callback Requests - Number of callback requests
Callbacks - Number of callback calls
Calls Abandoned - Number of incoming calls that hasn´t been answered before the customer has hanged up.
Calls Answered - Number of outgoing and incoming calls that has been answered.
Calls Dialed - Number of outgoing calls.
Calls Total - Number of Calls Answered and Calls Abandoned.
Calls Waiting - Number of calls currently waiting in the queue.
Direct Calls - Number of outgoing and incoming calls direct to the queue endpoint or via a IVR.
Emails - Number of emails currently in the queue. N/A (RoadMap 4.5)
Forwarded Calls - Number of calls that has been forwarded from another queue.
LoggedIn Agents - Number of currently logged in agents.
MaxWaiting Time - Currently maximum waiting time for calls in the queue.
Paused Agents - Number of Agents that are paused.
Competella Quality Monitor for SaaS – Parameters available

QoS (default value):

(Calls Answered within 30 seconds) / (Calls Total – Calls Abandoned less than 15 seconds)

It is counted from the opening of the queue and

the threshold is configurable through Power Shell.
 Competella Quality Monitor for SaaS

Demo!