INsight is Asteria's call center queue management software system. It is a real-time, graphical interface (gui) which provides at-a-glance monitoring of agent and queue activity in a call center situation. Being a flash-based call center application that is compatible with any web browser (Internet Explorer IE, Mozilla Firefox, etc) makes it extremely portable.

Features

• Displays various call states or status for each agent in each queue, such as whether the agent is logged in, available, on a call, paused, or unreachable.
• Shows real-time statistical data in a graphical format on screen, such as how many calls are waiting in each queue, total lines in use, longest wait time in each queue, etc.
• Allows administrators and/or supervisors to listen to or barge calls.
• Barging effectively causes a conference call between the agent, customer and the administrator/manager. The "barge" feature is seamless and invisible to the agent and customer. They will hear nothing, then suddenly there is just another user in the call.
• Enables administrators and/or supervisors to pause and unpause agents.
• Enables administrators and/or supervisors to log off individual agents or all agents.
• Optionally records all incoming calls. The calls can also easily be encrypted, so that only administrators or managers can review them.
• Dynamically resizes all page display elements based on the number of queues and the number of agents in each queue, maintaining readability throughout.
• Each queue is assigned to a different tab, so that a manager can view one queue at a time, but can see alarms on all queues.
• Provides easily accessible historical data in a multitude of reports and logs for analyzing the data.

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Screenshots

INsight works in conjunction with our administrative interface, Configurator.