The new application makes it easy and safe to change the call center configuration as needs dictate. For example, if a manager wants to delete an ACD group referenced in multiple routing procedures, Composer alerts the manager to ensure that corrective steps are taken. Composer clients can log-on to ACD servers at multiple locations simultaneously for reporting or configuration. Observer BusinessView Observer, Siemens' advanced real-time reporting product, becomes a standard feature of the basic ProCenter ACD package. Additionally, managers can adjust the content of Observer windows to include more or less information as needed, viewing from 23 to 114 agents on-screen simultaneously.
Observer enables easy access to real-time business information throughout an organization.
It allows supervisors and managers to dynamically access real-time information tailored to individual business needs. These packages, which expand to support up to 750 ACD agents, will be available beginning in the fourth quarter of this year. BusinessView Composer and Observer operate with Siemens Hicom 300E communication servers running version 6.4A or higher software with LAN-attached supervisor capabilities. The client applications run on personal computers with Windows 95 or NT operating systems. A software tutorial comes with each copy of the client software to make learning easy.