Wizard RT

Wizard MIS and ACD come with the real-time reporting tool, Wizard RT. This enables you to view statistics for today in real-time, as well as monitor what individual agents are doing and how well they are performing each day.

Wizard RT has several different views, called tiles, which can be displayed in any order to show you the activity in your call centre. Tiles can show individual or multiple statistics in a variety of forms, as well as displaying statistics and information against your trunks, extensions, and in Wizard ACD, agents.

Click here to see a larger screenshot of the Wizard RT Display

Wizard RT contains over 200 call centre statistics, including longest waiting call, number of calls answered, current service level, time spent in wrap-up, and many more. When using a Wizard ACD licence the RT tool can also display contact centres statistics enabling you to see how much time agents spend processing different media, when using media blending to route calls and e-mails to available agents.

Statistics can be filtered in many different ways, including call route, telephone numbers, DDI digits, call type (internal or external call), and ringing time, among many others. This enables you to limit the information you see to only the information you need. For example, you could display a count of calls to your team members where a particular account code had been entered against a call. This allows you to monitor any aspect of the incomming call.

Click here to see a larger screenshot of the RT Filter Display

Many tiles can be set to ring alarms, such that if a certain threshold is exceeded, the tile will flash, make a noise, or write information to a file alearting the viewer to that particular tile.

For example, an alarm could fire when the number of calls queuing on the Service Line exceeds three, or when the number of free agents drops below five. Alarms can also be used to congratulate as well as warn, for example an alarm could fire when an agent processes their 100th call of the day.