Definicja Interaction Center manager dashboard

iView in the SAP Enterprise Portal. Contact center managers can use this iView to display updates of the real-time status of the contact center throughout the day. Managers can define the key indicators that they want to see on their dashboard. Managers can use the IC manager dashboard to monitor real-time statistics about agent states and queues and determine where they can take action to improve overall performance for the contact center.

Example

If a manager sees that the number of contacts waiting in a queue is too high, the manager knows that he or she should assign more agents to that queue.