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Products - iVision
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Deliver valuable real-time contact center data to individual desktops with IST’s iVision. While contact centers are in operational mode, valuable data is generated but unfortunately seldom used. Monitoring, analyzing and broadcasting this data on a real-time basis plays a key role in optimizing a contact center’s performance.
iVision works by continuously extracting performance and operational data generated by the systems and applications already in use in the contact center. The data is transformed into actionable information that is immediately made available and propagated where needed throughout the contact center. Currently, iVision is integrated with Cisco IPCC servers and can be easily extended to work with other call center solutions.
iVision ensures that call center employees ranging from agents to managers receive accurate, consolidated and timely information that empowers them to improve the performance of the call center |
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Key Benefits
Raise Awareness
Agents receive real-time feedback on contact center conditions and group performance measures right to the desktop.
Focus Efforts on Goals
Combination of alerts and event driven messaging prompt agents to focus efforts on achieving goals.
Empower Agents & Increase Productivity
Agents have information they need to self manage, leading to gains in key productivity measures. |
There are four main categories that need to be monitored within a call center: i) Skill Groups ii) Agent Statuses, iii) Call Types and iv) IVR Ports. Within each category there are key performance indicators (KPI) that are essential in evaluating the performance of the category. iVision allows managers to monitor, depict and inform the workforce of all or a subset of these KPIs for each category. The tables below show the KPIs for each category currently monitored by iVision
Skill Group Category |
KPI |
KPI Description |
Offered |
The number of calls offered to the skill group during the past 5 minute interval. |
Handled |
The number of calls that have been handled in the past 5 minutes. |
Abandoned |
The number of calls offered to the skill group but not answered during the past 5 minutes. A call is not answered when the user hangs up while waiting in the queue. |
Queued Now |
The number of calls currently queued within a skill group. This allows managers to evaluate current call traffic to different teams such as marketing, technical support etc. thereby facilitating important business decisions such as restructuring staff resources and team performance evaluation. |
Average Handled Time |
The average time in seconds taken to handle a call during the past 5 minutes. |
Average Queue Time |
The average time in seconds that a call is queued during the past 5 minutes. |
Average Abandon Time |
The average time in seconds that abandoned calls remain in the queue during the past 5 minutes. |
Longest Task Queued |
The longest queued call on the routing media measured in seconds. |
Log On |
The number of agents currently logged on within a skill group. Note: State of being logged on does not imply agent is ready to receive calls. |
Ready |
The number of agents within the skill group in the Ready state. The Ready state is one in which an agent is logged on to the system and either working on a call, involved in after call work, or available to handle a new call. |
Not Ready |
The number of agents that are currently logged on within a skill group but are neither involved in any call handling activity nor available to handle a call. |
Wrap Up |
The number of agents currently in wrap-up state within this skill group. Wrap-up state is when the agent is in call-related work after the call is over. |
Hold |
The number of agents that have active calls on hold or whose state in the skill group is Paused. The agent is not in the Hold state with one call on hold and talking on another call (for example, a consultative call). The agent must have all active calls on hold. |
Not Active |
The number of agents within the skill group who are currently not working on a call associated with the skill group. |
Active In |
The number of agents within the skill group currently working on inbound calls. |
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Agent Statuses Category |
KPI |
KPI Description |
Total Logged In |
The total number of agents that are currently logged in. |
Total Talking |
The total number of agents that are currently logged in and are talking on calls. |
Total Ready |
The total number of agents that are currently logged in and are ready to take calls. |
Total Not Ready |
The total number of agents that are currently logged in and are not ready to take calls. |
Total Hold |
The total number of agents that have all active tasks on hold and/or have paused tasks. |
Total Wrap Up |
The total number of agents that are currently in wrap-up work (post-call activities, such as completing paperwork or consulting with associates). |
IVR Ports Category |
KPI |
KPI Description |
Ports In Service |
The number of ports in the IVR group that are busy on calls. |
Ports Idle |
The number of IVR ports in the IVR group that is idle. |
iVision consists of the following set of tools:
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Real-time Monitoring Tool
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Messaging & Alerting Tool
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Administration & Configuration Tool
iVision supports both the Arabic and English Language, making it ideal for a bi-lingual workforce. Arabic and English support are available in the Real-time Monitoring Tool and the Message & Alerting Tool.
Real-time Monitoring Tool
iVision’s real-time monitoring toll offers different formats for the visual display of real-time data which include:
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Data Tables
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Bar Charts
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Pie Charts
Each format can be easily customized to suite the customer’s preference ensuring that agents have the required information delivered to the plasma screen/desktop. More importantly, iVision supports displaying the data in both English and Arabic.
a. Data Table: This is a two dimensional table tabulating KPIs for one of the four categories: Skill Groups, Agent Statuses, Call Types and IVR Ports. The manager may elect to tabulate KPI data tables for any subset of the four categories simultaneously, thereby allowing the monitoring of different information and their effect on each other. As depicted below, iVision visually alerts agents to changing contact center conditions through color changes based on user-defined thresholds.
b. Bar Chart: The bar chart is another visual tool used to depict the KPIs for only one category at a time. Customers use this format for the quick visual comparison of KPIs.
c. Pie Chart: The pie chart is another visual tool used to depict the KPIs for only one category at a time.
Messaging & Alerting Tool
One of the main features and advantages of iVision is that it greatly improves communication with the workforce. Specifically, iVision provides a powerful scrollable messaging and alerting tool that is ideal for
ticker-style presentation of contact center information. The scrollable bar is compact in size and allows agents to receive important data and announcements without impacting other applications or affecting agent availability. The color and font presentation style are easily configurable. Furthermore, iVision also provides a pop-up messaging tool that is ideal for communicating critical information. The Messaging & Alerting Tool is ideal for:
�� Presenting day-to-day information and updates.
�� Alerting staff to important changes in the contact center.
�� Recognizing individual and team performers.
�� Broadcasting news and special events/conditions.
�� Facilitating crisis communication.
Administration & Configuration Tool
iVision is fully configurable, with supervisory control over the content, size, location and appearance of each plasma screen/desktop client. The configuration is administered through a web application. Configurable parameters include:
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Zones: View, Add, Update or Delete zones.
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Devices: View, Add, Update or Delete devices in different zones. A device is a plasma screen or desktop for displaying the iVision real-time data.
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Users: View, Add, Update or Delete users.
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Relate Users to Zones: Relate existing users to zones with their related privileges.
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Messages: View, Add, Update or Delete messages in different zones.
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Templates: View, Add, Update or Delete templates. A template is then associated with a zone and is scheduled to be displayed as specified by the iVision system user
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As a Cisco Advanced Technology Partner in KSA and UAE, IST's Professional Services Teams offer complex design skills, network consultants and analysts applying complex design methodology to meet the customer requirements.
