HiPath ProCenter Compact
From Wiki
The HiPath ProCenter Compact V1.0 supports the following features:
- Robust call reporting and monitoring application
- Integrated universal call distribution
- Real-time reporting for Supervisor
- Detailed statistical reporting
HiPath ProCenter Compact is used within HiPath 33X0/35X0/37X0/3800 platforms.
Contents |
Scalability and Architecture
HiPath ProCenter Compact supports up to:
- 32 configured agents
- 30 UCD groups
- 8 supervisors
- 8 wallboards
HiPath ProCenter Compact is composed of three application modules:
- Administration and HiPath ProCenter Compact Server Module
- Supervisor Module
- Statistics Module
Supervisor Station with Real-Time Reporting
HiPath ProCenter Compact provides supervisors with an enhanced interface for real-time monitoring of UCD inbound call handling.
HiPath ProCenter Compact supervisor desktop allows the monitoring of crucial information such as:
- Group Overview:
Highlights groups, agents, queues and service levels - Detailed Group View:
Shows agents with name, station ID, call number and current status - Service Thresholds:
As established service thresholds are exceeded, supervisors can actively
intervene from their workstation by adjusting agent availability
Enhanced Wallboard Connectivity
HiPath ProCenter Compact supports connectivity to single- or two-line serial wallboards from Spectrum. Each wallboard can be programmed to display information to a group of agents in real-time, or, through a connected workstation, supervisors can compose and preview customized text messages prior to display on the wallboard.
HiPath ProCenter Compact supports a maximum of eight wallboards, with up to four wallboards operable from a single supervisor workstation.
Example of information displays include:
- Number of agents logged on
- Size of queue
- Service level
- Abandon rate
- Group number
- Freely selected texts composed by a supervisor
