Inova Solutions has boosted the capabilities of its Web-based dashboard application for call-center management. The product has evolved from a basic reporting tool to one that permits alerts based on threshold values. The alerts occur in real time, allowing managers instantly to compare actual performance against goals. Dubbed Performance Tracker 2.0, the reporting tool consolidates call-center operational data from sources such as automatic call distribution (ACD) systems, workforce-management systems and internal databases. It displays the data graphically in the form of charts, gauges and grids. Users can set threshold levels for each key performance indicator, so that call-center management is instantly aware if conditions deviate from pre-set goals. Accessible from any computer with an internet connection, Performance Tracker is compatible with most call-center data sources, and is based on the Microsoft SharePoint platform. It offers customizable dashboard views tailored for a variety of business roles. The views can be configured to display a call center's most important metrics, whether real-time or historical. A wizard-driven tool makes the dashboards easy to create, view and edit, Inova said.
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