Your contact centre traffic situation and agents' performance can be seen in different tools for follow-up. Which one to use depends on your technical environment - and time perspective.
ACE Pulse presents the current information for queues and fulfilment or service levels. Included you find Monitor, a slide show to be viewed by the entire contact centre.
Information about the current status is presented in two different time perspectives:
- Current situation, such as the number of contacts in a specific queue right now.
- Today, such as the number of calls handled so far, during the present working day.
Some of this information can also be displayed in the web interface ACE Monitor; a wallboard to be used as a real time monitor. See Set up your ACE Monitor.
ACE Report presents the same data as the real time tools above, but as statistics.
In reports you can see history at daily, weekly, or monthly level, whether the service levels for various entrances have been fulfilled or how specific agents have been working etc.