My main use case for eMite is real-time contact center performance management. eMite is built specifically for contact centers with CX teams that need one dashboard to see everything happening right now, not yesterday's report. Three core ways teams use it include live wallboards and dashboards, which display real-time metrics like calls in queue, agent status, SLA, AHT, and abandon rate. The idea is that managers and agents see performance at a glance on TV screens or desktops, eliminating the need for refreshing spreadsheets. Unified data aggregation pulls data from ACD, IVR, CRM, WFM, chat, and email into one place, so instead of logging into five tools, you get a personalized view for both business users and IT. The other core way is reporting with scheduling, publishing reports to the web, PDF, scheduled discovery, and versioning, rated ten out of ten for report versioning. A quick example of how my team has used eMite for real-time contact center management is during a Monday morning spike. Before eMite, a contact center manager only saw all data in hourly reports from their ACD. At Monday nine a.m., there is a call spike of forty percent and queues ballooning, but they do not know until the ten a.m. report, by which time twenty plus customers have already abandoned. With eMite's live wallboards, at nine-oh-three a.m., the eMite dashboard shows calls in queue jumping from five to twenty-eight in three minutes. SLA drops from eighty-five percent to sixty-two percent in real-time. At nine-oh-five a.m., the supervisor sees the agent status panel where four agents are in after-call work and two are logged out for break. By nine-oh-six a.m., the manager messages the team lead to pull ACW agents back to work and push breaks for fifteen minutes while also rerouting overflow calls to a backup team using the unified view. At nine-twenty-five a.m., the queue is back under eight, and SLA climbs back to over eighty percent. Beyond the main live wallboard for calls use case, my team leverages eMite in a few other smart ways. The first one is creating personalized executive and agent views, which provide the same data but from different lenses.
Data Visualization transforms complex data sets into intuitive visual formats, aiding in decision-making and strategy formulation by offering clear insights and patterns.This tool leverages graphical elements to present data findings, making it an essential asset for businesses aiming to interpret large, unwieldy amounts of information. It supports strategic planning through enhanced understanding of data insights, empowering teams to draw quick, actionable conclusions.What are the key...
My main use case for eMite is real-time contact center performance management. eMite is built specifically for contact centers with CX teams that need one dashboard to see everything happening right now, not yesterday's report. Three core ways teams use it include live wallboards and dashboards, which display real-time metrics like calls in queue, agent status, SLA, AHT, and abandon rate. The idea is that managers and agents see performance at a glance on TV screens or desktops, eliminating the need for refreshing spreadsheets. Unified data aggregation pulls data from ACD, IVR, CRM, WFM, chat, and email into one place, so instead of logging into five tools, you get a personalized view for both business users and IT. The other core way is reporting with scheduling, publishing reports to the web, PDF, scheduled discovery, and versioning, rated ten out of ten for report versioning. A quick example of how my team has used eMite for real-time contact center management is during a Monday morning spike. Before eMite, a contact center manager only saw all data in hourly reports from their ACD. At Monday nine a.m., there is a call spike of forty percent and queues ballooning, but they do not know until the ten a.m. report, by which time twenty plus customers have already abandoned. With eMite's live wallboards, at nine-oh-three a.m., the eMite dashboard shows calls in queue jumping from five to twenty-eight in three minutes. SLA drops from eighty-five percent to sixty-two percent in real-time. At nine-oh-five a.m., the supervisor sees the agent status panel where four agents are in after-call work and two are logged out for break. By nine-oh-six a.m., the manager messages the team lead to pull ACW agents back to work and push breaks for fifteen minutes while also rerouting overflow calls to a backup team using the unified view. At nine-twenty-five a.m., the queue is back under eight, and SLA climbs back to over eighty percent. Beyond the main live wallboard for calls use case, my team leverages eMite in a few other smart ways. The first one is creating personalized executive and agent views, which provide the same data but from different lenses.