Real time reporting on Skype for Business and Microsoft Lync Response Groups. MAF ICIMS™ CC is designed specifically as a cost effective alternative to full
contact center software for organizations using Skype for Business and Lync Response Groups. READ More...
MAF ICIMS™ CC is designed specifically as a cost effective alternative to full contact center software for organizations using Skype for Business and Lync Response Groups.
MAF ICIMS™ CC is an additional module to MAF ICIMS™.
With its real-time wallboards MAF ICIMS™ CC delivers visibility of Skype for Business Response Group and Agent performance resulting in increased productivity and reduced call handling times.
Each wallboard is produced as a webpage allowing users to define the screen layout. They show summary information for the Response Group and detailed information on Agent performance & availability.
Used alongside the historical reporting and monitoring offered with MAF ICIMS™ such as the Response Group Map which shows Response Group performance over a date range and the user defined reports will ensure your Response Groups are delivering the highest levels of service availability
The Skype for Business Agent Performance Wallboard available with MAF ICIMS™ CC shows for selected Response Groups, Agents, Queue’s or OU’s the Agents current presence status, total calls handled, total answered / missed, average and total talk duration and average and peak ring time. Very useful for monitoring agent productivity and ensuring call handling times are acceptable.
There are now 5 wall boards available with MAF ICIMS™ CC: Response Groups Summary, Inbound Response, Active Calls, Calls Waiting in Queues and Presence Statistics.