User Adoption Costs / Billing

QoE / Capacity Planning

Employee Productivity

RELEVANT INFORMATION THROUGH CUSTOMISABLE DASHBOARDS AND AUTOMATED REPORTS

DASHBOARDCONFIGURABLE LAYOUTDYNAMIC CHARTSDIRECT FILTERINGSINGLE CLICK REPORTINGREAL TIME SNAPSHOTUPDATED EVERY 60 SECONDS

DASHBOARDUSER ADOPTION

CALL TYPE SUMMARYCONFERENCE STATISTICSLYNC / SfB CLIENT TYPE

QUALITYQUALITY TRENDMEAN OPINION SCOREGATEWAY SUMMARY

DASHBOARDPRODUCTIVITY

PRESENCE DETAILSCALL STATISTICSINBOUND CALL HANDLINGINBOUND CALL SUMMARYOUTBOUND DIALSCALL DETAILSCALL DISTRIBUTION BY LOCATIONTOP DESTINATIONS

REPORTINGStandard Templates

• User Adoption• Quality• Capacity• Costs• Presence• Productivity

Report Designer• Design your own format• Drag and drop desired

fieldsReport Style

• Company logo• Change colour scheme• Company details

REPORT BUILDERSORT AND SUMMARISEFILTERSCHART OPTIONSSCHEDULE REPORTSEXCEL, PDF, WORD, CSV

ALARMSEmail notificationSelect call conditionsThreshold on:

• Cost• Duration• Ringtime• Quality (MOS)• Error ID

BUDGETMonthly Cost or DurationEmail notification at %Bar outbound dialling

SECURITY POLICIESUsername and passwordSupports AD AuthenticationRestrict all featuresRestrict at organisation level

UC Analytics +

SUPPORTING LYNC / S4B RESPONSE GROUPSLIVE CALLS INFORMATIONREAL TIME WALL BOARDSPRESENCE STATUSES

ICIMS CC

RESPONSE GROUP SUMMARY

RGS WALL BOARD

PRESENCE STATISTICS

Wall Boards

ACTIVE CALLS

Inbound Response

Wall Boards

PRESENCE DETAILS

Reports

RESPONSE GROUP AGENT LOGIN

QUEUE STATISTICS

Key Health IndicatorsProcessor Usage %Available Disk SpaceDisk Operations

Health Monitor

Dashboards

Front End ServerSQL Server MCU

ON-PREM CLOUD

INTEGRATIONSUPPORTS

MAF ICIMS™

ICIMS Server(SQL Based) Monitoring

Server

CDR’s

Archiving Server

IM Transcrip

ts

Front End Pool

Pulls approximately every 60 seconds

Pulls approximately every 1-2 seconds

Live Calls

(Cloud requires a CDR retriever to be installed on customer site ICIMS CC is only available on prem)