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ShoreTel Contact Center Email Alert Service

Contact Center Alert Service

Recommended for:

Any company that relies upon ShoreTel Contact Center to serve their clients

Overview

Our alert service monitors Contact Center group performance and sends Email notifications when configured thresholds are reached. Up to 100 alerts can be configured, each with a different group, threshold, and/or target Email address. A minimum re-alert time avoids an excessive number of alerts in a short time.

Performance metrics that can be monitored include:

  • Calls in queue
  • Average wait time
  • Maximum wait time
  • Average speed of answer
  • Agents on non-ACD Calls

Benefits

  • Enables call center supervisors to react quickly to trends such as increasingly long wait times or quickly multiplying calls in queue counts
  • Improved customer service