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nVISION Real-Time

Get the Performance Management Edge with Up-to-the-Second Data and 20/20 Historical Hindsight

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Today's multi-channel contact centers operate at break-neck speed. You need to know how your agents and teams are performing moment-to-moment — and be able to compare up-to-the-second information with historical data to see whether performance is better or worse.

Symmetrics’ nVISION Real-Time dashboard framework delivers browser-based, real-time data displays that enable everyone from managers to executives to monitor key contact center metrics in true real-time. 

Symmetrics’ real-time framework delivers dashboard displays that can help you:

  • View meaningful metrics derived from multiple sources 
  • Track both real-time and historical performance 
  • Align actions with established goals 
  • Improve decisions with relevant, consistent information 
  • Quickly identify opportunities and potential problems

Context is everything. Knowing your service level in real time is good; also knowing your year-to-date service level average is better. The nVISION Real-Time framework offers insight beyond standard real-time displays by integrating relevant historical information from your ACD and (via the nVISION Data Mart) any other contact center applications such as IVR, workforce management, and service management. With nVISION Real Time, you can make split-second but informed tactical decisions with the confidence of 20/20 hindsight.

 

The nVISION Real-Time framework can be deployed where it is needed most – on a large, wall-mounted plasma display in a main operations room, on a standard desktop or laptop PC monitor screen, or it can be integrated into our nVISION Info Manager application  – a component of the nVISION Contact Center Reporting & Analysis suite.
 
 
Out-of-the-box support: nVISION Real-Time integrates with real-time services for Avaya CMS, Avaya Aura Contact Center, heritage Nortel CCMS and Symposium, Cisco Unified Contact Center (Express and Enterprise), Siemens OpenScape, and Oracle Contact Center Anywhere. Expand your real-time scope through our nVISION Data Mart to include data from Apect eWorkforce Management, NICE IEX/TotalView, Verint Impact 360, and any packaged or custom-made system or application.