PowerCC‑RTM

PowerCC‑RTM gives supervisors a live view of call center operations, enabling immediate reaction to changing conditions and SLA risks.

Main Key Metrics

• Queue Waiting – number of customers currently waiting
• Average Wait Time – time customers spend in queue before answer
• Incoming Calls – total calls received in real time
• Answered Calls – calls successfully handled by agents
• Abandoned Calls – calls disconnected before answer
• Agents on Break – number of agents currently unavailable