iceMonitor

Benefits

Effectively manage day-to-day operations with iceMonitor

iceMonitor provides supervisors and agents with all the information they need to manage day-to-day contact center operations in a convenient visual format.

Improve contact center performance by addressing issues as they arise

iceMonitor lets users easily see key contact center statistics in real time. Color-coding shows when metrics are approaching or meeting critical thresholds, meaning that supervisors can see an issue and address it as soon as it arises.

Receive updates anytime, anywhere with automated notifications.

iceMonitor allows users to set automated alerts so that they can be notified when metrics meet warning or critical levels. This means that supervisors can instantly find out about potential problems and start to address them, even if they are not actively monitoring the dashboard. This ensures that supervisors never miss an important update.

Reduce agent stress through informed decision-making

With iceMonitor, supervisors know when to make adjustments in the contact center, such as reassigning agents to overloaded queues. These changes help distribute work effectively, preventing agents from getting overwhelmed and feeling stressed.

• Easy-to-read visual summaries of contact center activities.
• Information about agent performance, queues, and interactions.
• Ability to zoom in or out of the customizable dashboard charts.
• Option to drill down on information about specific queues, users, and teams.

• Custom email or pop-up notifications if certain thresholds have been exceeded.
• Convenient contact center monitoring using web-based display.
• User and team operation details, including summary, analysis, and charting.
• Ability to monitor agent performance and queues in real time.

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