Sweet Q is the dynamic management application for contact center operation to take an appropriate action using statistic data receiving from each ACD, PBX & CTI.
※Please confirm developers web site for the supported ACD, PBX & CTI.
In Sweet Series, the thresholds can be set by each statistic data such as Abandon Calls, Increase Inbound Calls, Over, Under Staffing & Service Level.
When these statistics are exceeded the threshold, the alert will be send to manager of contact center automatically.
Manager can confirm the alert details of contact center status by real-time using Sweet Q.
Also manager can give the instructions of response to the field contact person by confirming the alert.
Using Sweet Q, the process of confirming status, making judgment, giving instruction will be shorten and the effective center operation will be realized.
※This app requries a connection to a "Sweet" server (provided separately).
Main Functions
-Confirm Real-time Queue Status
-Confirm Real-time Agent Status by Virtual Floor
-Real-time Call Volume Data Confirmation
-Receive Push Alert and Confirm Details
-Send the Instruction Mail to Field Managers
-Voice Monitoring from Virtual Floor
-Skill Change
Confirming Statistics
-Statistics per Queue
1) Waiting Calls
2) Max Waiting Time
3) Abandon Calls
4) Service Level
5) # of Idle Agents
6) # of Taking Agents
7) # of Ringing Calls
8) # of Ready Agents
9) # of Not Ready Agents
10) # of Log Off Agents
-Statistics per Campaigns
1) Call Volume (Forecasts vs. Results)
2) AHT(Forecasts vs. Results)
3) Service Level (Forecasts vs. Results)
4) Waiting Calls
5) # of Assigned Agents
Confirming Alerts
1) Waiting Calls
2) Abandon Calls
3) Max Waiting Time
4) Service Level
5) Forecasted Calls
6) Forecasted AHT
7) Forecasted Agents Assignment