Managers and supervisors require detailed information on the performance of resources such as queues and agents. They need to know what has happened and what is happening, and readily share this information with others in the organization. To determine the right balance between the agents scheduled and the service provided to customers, you need a systematic planning and management strategy – and the right management information system software package.

Contact Center Management Business Edition provides a comprehensive browser-based application set for real-time monitoring and reporting. Sophisticated real-time monitoring for tracking agent and queue statistics from the single agent level to center-wide activities enable your supervisors to see the big picture as well as the smaller details of contact center performance. Advanced reporting capabilities enable you to review and analyze contact center performance.

As well, contact centers that utilize Microsoft® Office Live Communications Server 2005 can integrate with the Contact Center Management application to give agents the ability to see the real-time presence of both internal and external product experts. Agents can right-click a product expert and send an instant message – providing first contact resolution to callers!

Mitel Traffic Analysis is an add-on application to Mitel Contact Center Management Business Edition that provides an overall view of trunk traffic with trunk, route and resource reports. The information helps you to maintain the optimum resources to meet your customer service objectives with effective configuration, in order to be as cost-effective as possible