Altigen’s MaxInSight – Measure and manage the service quality of your operation

MaxInSight collects operational data from the MaxCS Automatic Call Distribution (ACD), filtering that data to display designated key performance indicators. These critical call center performance indicators can be presented on large flat panel display for all agents to see, or on the desktop of managers and supervisors.

With more than 50 fields of data available, the MaxInSight real time dashboard display provides all of the information required to monitor call center operations, including:

• Total agents login, busy, in wrap up and wait mode
• Total calls in queue, exceed service threshold, and longest queue time
• Cumulative, average, and percentage of talk time, wait time, and abandoned calls
• Inbound and Outbound call volume
• Queue, Truck, Workgroup and Agent Activity
• And much more…