Monitor CSQs and agents activities -graphical presentation for max waiting lines or agents per hour, shift, day – detailed or summary reports.

Summary agent reports including information for incoming calls, missed calls, calls with total duration over a limit and not ready state duration. Extended report including information about start time, end time, ring time, talk time, hold time, work time of each call.

Automatic notifications are send to the supervisor and to the agents of the contact center if limits are exceeded.