Centergistic Solutions Inc. (fka CGSO)

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news: 2012-03-08
Centergistic’s AgentView Release 5.x for Cisco ACDs:

Centergistic Solutions' AgentView® Enterprise For Cisco ACDs

Get a performance lift by maximizing visibility of your advanced CISCO ACD Metrics as well as other forms of media throughout your contact centre. AgentView Enterprise 5.0 has a Collector specifically tailored to interface to the CISCO ACD range, allowing you to leverage your investment in these advanced contact centre engines by making any of those metrics visible to the right people in the right way at the right time.

SUMMARY AgentView Enterprise supports an interface to a Cisco ICM/UCC via an ODBC connection. The system can read data values from Cisco’s Historical Data Server (HDS) Database and display result information on output devices, such as: Plasma screens, tablets, mobile phones, LED wallboards, desktops, and E-mail, in Real-Time. AgentView can collect a wide variety of statistics from Cisco, including real-time, periodical and historical data on agent and call center status.

ABOUT THE CISCO INTERFACE Cisco collects real-time and historical data from each call center to determine where to route each call. The real-time data provides current information about specific skill groups, services, trunk groups, routes, and scripts. Real-time and Historical data are stored in Cisco’s HDS database where it is constantly overwritten by new data. Each AgentView Enterprise system can have its own set of defined statistics when connected to the Cisco platform. The scope and range of statistics varies on the needs of each customer. On the AgentView Enterprise server, SQL select statements are defined for each collectible performance metric. Those performance metrics can then be hand chosen by call center managers and supervisors to be displayed on AgentView’s publication options.

ABOUT DISPLAY OPTIONS AgentView empowers calls center managers and supervisors through the use of performance metrics and dynamic displays. AgentView allows its users to create combinations of real-time and historical Cisco statistics and make them available to call center staff through various publication options, such as:
Plasma, LCD, and LED Displays
Tablets (iPad & Android)
Smartphones (iPhones, Android, and Blackberry)
Agent & Supervisor Desktops
LED Wallboards & E-mail

http://www.centergistic.com/Cisco.htm