Inova Solutions has developed Performance Tracker 2.0, the latest version of its Web-based tool for call centers. The product consolidates historical and real-time data from various sources. Based on the Microsoft SharePoint platform, it is compatible with most contact-center systems, and offers customizable dashboard views that are tailored to varying business roles, the vendor said. A unified view of multiple sites and data sources, such as automatic call distribution systems (ADCs), workforce-management systems and internal databases, integrates historical and real-time information. Other features include high-level business and operational metrics with drill-down capabilities; graphic representations of key performance indicators with charts, grids and gauges; alerts of potential problems according to the company's business rules and thresholds, and a wizard-driven tool that is easy to create, view and edit.
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