All configuration is done through an intuitive Windows tab-based administration screen called IMC Update. There is also an Outlook add-on for those customers using Microsoft Outlook, and a tool called IMC Architect, a program that can be used to embed the agent software as ActiveX controls into an existing customer service application. A wise person once said that if you don't measure it, it won't happen. You can set your own service levels and then monitor the system to make sure those service levels are met.
Messages are color-coded to indicate how long they've gone unanswered.
A supervisor can keep track of individual customer-service agents in real time. The Web-based reports generate useful information on pretty much any parameter, for example, how long it takes on average to answer messages in the monitor questions pool. Inc. All rights reserved. Inc. Content originally published in Ziff Davis Media publications is the copyrighted property of Ziff Davis Media. Copyright 2001 Ziff Davis Media.