Centergistic Installs AgentView at a Canadian Energy Company

Oct. 15, 2012 - PRLog -- Centergistic Solution Inc completes the installation of AgentView 5.x against a Cisco UCCX (version 8.5) for a Canada based energy company in the Alberta Province, Canada.  Although Cisco’s UCCX platform is a favored telephony switch, cherished by many small and big contact centers around the world. For this installation, the contact center agents rely on AgentView 5.0 when it comes to publishing real-time data.

Like previous versions before it, the UCCX 8.5 platform offers very sophisticated call routing and comprehensive management capabilities including scalability, flexibility and ease of management .

In the case of this Canadian customer, flat panel wall displays (LCDs) are used to publish their UCCX real-time performance metrics.  On top of that, they use AgentView’s native threshold alerts and notification features provide a hassle-free way to ensure managers and agents are engaged with the overall performance of their center.  

Some sample metrics displayed at this contact center are - Agent States Metrics  (Agents:  Available, Not Ready, Wrap, Talking),  Percentages of Agent States (Example: Percentage of Agents In Not Ready) , Queue or Group Metrics (# of Calls Waiting, Longest Call Waiting, Calls Abandoned, Service Level, Average Speed of Answer, # of Outbound Calls) and,  Cumulative Metrics for the Day (Calls Offered, Calls Answered, Calls Abandoned, Abandoned Call Percentages, Average Delay,  Service Level %)
AgentView empowers calls center managers and supervisors through the use of performance metrics and dynamic displays.  

AgentView 5.x 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 Television Monitors, Tablets (iPad & Android), Smartphones (iPhones, Android, & Blackberry), LED Wallboards, Agent & Supervisor Desktops, E-mail & Company Websites.

About Centergistic Solutions
Centergistic Solutions, Inc. provides Goal Achieving Metrics™ for today’s dynamic contact center environment.  The robust, patented technology beneath the conduit for Goal Achieving Metrics, AgentView Enterprise®, has enabled it to transcend the contact center environment and provide performance metrics for virtually any business configuration. We believe that driving the right information, to the right person, at the right time and place will result in individuals taking the right actions to improve efficiency and effectiveness of everyone throughout the organization.  Our flagship products, AgentView® Enterprise and AgentView® Enterprise Performance Management are award-winning integrated real time and historical analytics systems currently installed in over 3,000 contact centers worldwide. Centergistic is headquartered in Irvine, CA with offices in the UK and Mexico as well as international distribution.