The ICMS CMetrix ("Campaign Metrics") is a campaign performance management application which monitors and manages agent performance as well as call process metrics. In conjunction with the ICMS Interaction Center or IAC, it is an ideal product for customer service workforce evaluation and call billing and accounting. It includes reports and dashboards for agent status,agent performance,call status,call performance(dropped calls, transferred calls etc.),session timers,comprehensive call billing and accounting.
Generate Quick but Comprehensive Reports for Quality Assurance
Featuring an advanced reporting tool that enables you to easily generate reports per agent, team, department, campaign or even per channel - CMetrix is a complete performance management and monitoring software for contact centers and corporate sales and marketing teams. It is enabled with customizable templates that can be used for quick printing. Because it covers every aspect of the call, CMetrix is a useful tool to conduct workforce performance audits to ensure customer satisfaction levels are up to specifications. A performance threshold may be set for longest call handling time or for longest call waiting, such that when this threshold is breached an alert is sent to the manager or supervisor for evaluation. Or if channels are always busy for a specified period of time, a system alert is sent to the managers or even the IT team via email or SMS.
ICMS CMetrix dashboard can be used to regularly display agent and team performance for purposes of giving rewards, benefits or announcing team achievements. It can be used to encourage team competition as managers may send copies of each team's actual campaign performance in comparison with other teams.
Get A Bird's Eyeview of Your Business Using CMetrix Dashboards
The CMetrix dashboards boasts of a graphical interface that outputs 2D and 3D colored bar graphs, charts and pies. It can generate reports for export directly to Word, Excel or PowerPoint. By simply looking at the dashboards and comparing historical reports, managers and supervisors can quickly generate informed assumptions that may be used to improve business outputs. CMetrix offers relevant drill-down reports and real-time metrics that assists business owners and operations managers in sizing the right resources used in every campaign. This results to increased efficiency and cost-savings that may amount to thousands of dollars per year.
Agent analytics and management
Call performance metrics
Call accounting (call billing and long distance accounting)
Business process integration and intuitive reporting tools
Graphical session management tool for team leaders and supervisors
Integrates with leading IP-PBX brands like Cisco, Avaya and Nortel
Contact Management
