MAF ICIMS™ is a reporting and analytics solution for Unified Communication and Collaboration (UC&C) platforms and other data sources such as Session Border Controllers (SBC’s), Gateways, Trading Platforms, Turrents & Dealer Boards. It allows you to gain valuable business and technical insights through its reports, daily dashboards and historical trend monitors. Its flexible, user defined nature means you tell the software what you want to see instead of the software dictating to you what you will see.
MAF ICIMS™ Monitoring, Analytics & Reporting for Microsoft Teams and UC - res...MAF InfoCom
MAF ICIMS™ is a reporting and analytics solution for Unified Communication and Collaboration (UC&C) platforms and other data sources such as Session Border Controllers (SBC’s), Gateways, Trading Platforms, Turrents & Dealer Boards. It allows you to gain valuable business and technical insights through its reports, daily dashboards and historical trend monitors. Its flexible, user defined nature means you tell the software what you want to see instead of the software dictating to you what you will see.
MAF NMS Number Management System for DiD-DDi range management - a deeper lookMAF InfoCom
Tracking and managing employee Direct-in-Dial (DID or DDI depending on which side of the pond you are on) and extensions for (IP)PBX & Unfied Communications can be a costly and time consuming task for companies of any size. Not anymore with MAF NMS. It assists companies in managing DID’s and Extensions which results in reduced costs and improved business processes.
Marketing Presentation on Mobile Based Sales/Field Force Management SolutionTeam Saral
The document describes a mobile-based sales force management solution called mSFM. It allows companies to track field personnel using a combination of web and mobile platforms. Sales staff can enter orders and stock levels from their Android phones. All data is accessible in real-time on the web with GPS location details. The system automates tasks like route planning, attendance tracking, and provides reports on team performance and productivity. It is suited for FMCG companies, service organizations, insurance agents and others with field employees.
MAF DMS™ Device Management - A Deeper LookMAF InfoCom
MAF DMS™ is an additional module to MAF ICIMS™ providing inventory details, management and quality reporting for Epos, Jabra and Poly headsets. It allows you to realise productivity gains whilst driving the user adoption of devices. The integration with MAF ICIMS™ allows end-to-end visibility of both headset and UC&C call quality with support for Microsoft Teams, Skype for Business, Amazon Chime and Connect and Cisco.
This document defines terminology used in contact centers. It provides definitions for over 50 terms including abandoned call, average handle time, automatic call distributor, interactive voice response, predictive dialer, queue, and voice mail. The definitions are concise explanations of what each term refers to in the context of contact center operations.
MAF ICIMS™ Monitoring, Analytics & Reporting for Microsoft Teams and UC - Das...MAF InfoCom
MAF ICIMS™ is a reporting and analytics solution for Unified Communication and Collaboration (UC&C) platforms and other data sources such as Session Border Controllers (SBC’s), Gateways, Trading Platforms, Turrents & Dealer Boards. It allows you to gain valuable business and technical insights through its reports, daily dashboards and historical trend monitors. Its flexible, user defined nature means you tell the software what you want to see instead of the software dictating to you what you will see
This document provides information about IT management services from ACMA Computers including Infrastructure Management Services (IMS). IMS aims to transform reactive IT management to a proactive and predictive model through monitoring, proactive alerts, automated maintenance, security hardening, asset management, ticketing and reporting. This is intended to save time, manpower and costs while keeping systems healthy, updated and achieving maximum uptime through automated processes.
This document provides an overview of the Trackunit Manager platform and its various features for fleet management. The platform allows users to map and track fleet movements, access automated reports, and gain insights into efficiency metrics. It features a responsive design that adapts to different devices. Key capabilities include searching fleet data, communicating with operators via chat, accessing machine-specific data and tasks, and conducting inspections/damage reporting. The platform utilizes an IoT platform called Iris that processes data from sensors and APIs to power tiles/widgets that visualize analytics. It aims to help users manage operations and streamline processes through data-driven insights.
MAF ICIMS™ Monitoring, Analytics & Reporting for Microsoft Teams and UC - res...MAF InfoCom
MAF ICIMS™ is a reporting and analytics solution for Unified Communication and Collaboration (UC&C) platforms and other data sources such as Session Border Controllers (SBC’s), Gateways, Trading Platforms, Turrents & Dealer Boards. It allows you to gain valuable business and technical insights through its reports, daily dashboards and historical trend monitors. Its flexible, user defined nature means you tell the software what you want to see instead of the software dictating to you what you will see.
MAF NMS Number Management System for DiD-DDi range management - a deeper lookMAF InfoCom
Tracking and managing employee Direct-in-Dial (DID or DDI depending on which side of the pond you are on) and extensions for (IP)PBX & Unfied Communications can be a costly and time consuming task for companies of any size. Not anymore with MAF NMS. It assists companies in managing DID’s and Extensions which results in reduced costs and improved business processes.
Marketing Presentation on Mobile Based Sales/Field Force Management SolutionTeam Saral
The document describes a mobile-based sales force management solution called mSFM. It allows companies to track field personnel using a combination of web and mobile platforms. Sales staff can enter orders and stock levels from their Android phones. All data is accessible in real-time on the web with GPS location details. The system automates tasks like route planning, attendance tracking, and provides reports on team performance and productivity. It is suited for FMCG companies, service organizations, insurance agents and others with field employees.
MAF DMS™ Device Management - A Deeper LookMAF InfoCom
MAF DMS™ is an additional module to MAF ICIMS™ providing inventory details, management and quality reporting for Epos, Jabra and Poly headsets. It allows you to realise productivity gains whilst driving the user adoption of devices. The integration with MAF ICIMS™ allows end-to-end visibility of both headset and UC&C call quality with support for Microsoft Teams, Skype for Business, Amazon Chime and Connect and Cisco.
This document defines terminology used in contact centers. It provides definitions for over 50 terms including abandoned call, average handle time, automatic call distributor, interactive voice response, predictive dialer, queue, and voice mail. The definitions are concise explanations of what each term refers to in the context of contact center operations.
MAF ICIMS™ Monitoring, Analytics & Reporting for Microsoft Teams and UC - Das...MAF InfoCom
MAF ICIMS™ is a reporting and analytics solution for Unified Communication and Collaboration (UC&C) platforms and other data sources such as Session Border Controllers (SBC’s), Gateways, Trading Platforms, Turrents & Dealer Boards. It allows you to gain valuable business and technical insights through its reports, daily dashboards and historical trend monitors. Its flexible, user defined nature means you tell the software what you want to see instead of the software dictating to you what you will see
This document provides information about IT management services from ACMA Computers including Infrastructure Management Services (IMS). IMS aims to transform reactive IT management to a proactive and predictive model through monitoring, proactive alerts, automated maintenance, security hardening, asset management, ticketing and reporting. This is intended to save time, manpower and costs while keeping systems healthy, updated and achieving maximum uptime through automated processes.
This document provides an overview of the Trackunit Manager platform and its various features for fleet management. The platform allows users to map and track fleet movements, access automated reports, and gain insights into efficiency metrics. It features a responsive design that adapts to different devices. Key capabilities include searching fleet data, communicating with operators via chat, accessing machine-specific data and tasks, and conducting inspections/damage reporting. The platform utilizes an IoT platform called Iris that processes data from sensors and APIs to power tiles/widgets that visualize analytics. It aims to help users manage operations and streamline processes through data-driven insights.
SpliceCom Vision is a suite of software applications designed to operate exclusively with the SpliceCom maximiser business telephone system. It provides real-time and historical reporting, call recording management, live dashboards, and mobility features. As an integrated solution, Vision is able to collect detailed performance data from maximiser deployments to provide insights and optimize business operations regardless of user location.
MAF ICIMS™ Monitoring, Analytics & Reporting for Microsoft Teams and UC - rep...MAF InfoCom
MAF ICIMS™ is a reporting and analytics solution for Unified Communication and Collaboration (UC&C) platforms and other data sources such as Session Border Controllers (SBC’s), Gateways, Trading Platforms, Turrents & Dealer Boards. It allows you to gain valuable business and technical insights through its reports, daily dashboards and historical trend monitors. Its flexible, user defined nature means you tell the software what you want to see instead of the software dictating to you what you will see.
2Ring Gadgets for Cisco Finesse, offered in three bundles (standard, enhanced, premium), empowers supervisors and enables agents to become more efficient.
Supervisors are able to handle everyday tasks on their own from within Cisco Finesse: reskill agents, view detailed information about agents and customer interactions in real-time, receive alerts about important call center events (RONA, Calls in Queue, ..), send messages to agents, or even change wallboards on the fly. Be flexible to provide help when needed.
Agents gain all the features that they need to serve customers faster - repetitive tasks are automated, alerts about important call center events pop-up on top of all the application windows, help is reachable (use a panic button; connect with supervisors or even with fellow agents who are on different teams or consult with a back office / remote expert), and last but not least, integrate Cisco Finesse with CRM and Service Desk systems (including Salesforce, MS Dynamics CRM, ServiceNow, SugarCRM).
If you are migrating from CAD to Finesse and would like to resolve feature-parity gap, or if you simply want to use Cisco Finesse in its full glory, add 2Ring Gadgets for Cisco Finesse to your Cisco contact center. It is a vital extension for all Cisco Finesse deployments.
The Connect First cloud-based contact center platform integrates extensive Detail Data Reporting functionality that provides over 100 real-time reports and raw data access. Reports can be accessed on demand or scheduled for delivery and are categorized by modules like inbound calls, outbound calls, agents, and administration. The reporting suite includes a variety of standard and custom report types to give contact center managers clear visibility into historical and current call center performance and productivity from the cloud-based platform.
This document discusses real-time call monitoring solutions from Poltys including:
- Real-time monitoring of call activity on systems and extensions with customizable counters and threshold alarms
- SIP-based IVR solutions for inbound/outbound applications with text-to-speech and optional speech recognition
- A web-based conference bridge that allows up to 23-party conferencing across 50 rooms
- Additional solutions like call recording, voice mail scheduling, and call accounting software
The monitoring solution provides visibility into call traffic and patterns to help businesses analyze operations and avoid issues.
Xarios provides software to integrate phones and computers by automating repetitive tasks like call transfers. Their mission is to improve organizational productivity, revenue, image, and efficiency. Their call recorder adds productivity tools and optional components like PCI compliance, CRM enhancements, and speech analytics. It provides an economical and easy to use tool for user productivity, compliance, and security.
Vision Call Centre is a software solution that helps optimize inbound call center operations through advanced call routing and state-of-the-art reporting. It combines with SpliceCom's maximiser Unified Communications platforms to deliver a seamless solution. Vision Call Centre scales from one agent upwards and uses dynamic resource allocation to meet service level agreements. It provides real-time information and historical reports to supervisors and managers.
Comstice Desktop Agent is a native client for Cisco Finesse supporting Cisco UCCX, UCCE and PCCE. It eliminates browser-related limitations of Finesse Web Client and offers many features for the agents and the supervisors.
Poltys offers call recording, IVR, and call center solutions using SIP technology. Their Pro Call Recording is part of a suite of applications designed for reliability using passive audio tap. The amount of recording storage depends on hard drive size, with a 500GB drive storing around 17,000 hours. Benefits of call recording include liability protection, improved performance monitoring, and understanding customer needs. Poltys also provides IVR, conference calling, real-time monitoring, and other solutions to help businesses manage call volume and visibility.
Tensor Time and Attendance, Access Control, CCTV, HR and Visitor Management P...Tensor Plc .
Tensor Time and Attendance, Access Control, CCTV, HR and Visitor Management Product Brochure. For more information, please visit https://www.tensor.co.uk/
Tropo.js is a communications platform as a service (PaaS) that allows developers to create applications that can interact with and control live phone calls and text messages. Key points:
- Tropo.js apps execute in the core telecom network and can listen for subscriber call and messaging events, then record, fork, or modify live conversations.
- This allows for new services like call logging, transcription, translation and analytics without adding new hardware to networks.
- Carriers maintain control over quality of service while developers focus on features. Growing adoption by carriers like AT&T, Deutsche Telekom, and Vodafone.
Abacus is a people counting solution that provides managers with crucial insight into customer behavior through a real-time dashboard and report generator. The dashboard offers live graphs of visitor numbers and access to live camera feeds. Users can create both standard and custom reports on footfall traffic by time period to reveal trends. The reporting engine allows for intuitive creation of bespoke management reports to understand customer flow over time. This insight allows managers to optimize promotional activities, evaluate initiatives, and organize resources and staff more efficiently.
The document describes various unified communication applications that can be used for productivity, communication, and alerts. Some of the applications mentioned include conference scheduling, phone sharing, display of external callers, phone splitter, phone state monitoring, interactive voice response, push to talk conferencing, broadcasting, voice relay, messaging, digital albums, meeting room booking, transport booking, visitor verification, and canteen menu. The applications allow organizations to improve efficiency, enable easier communication and collaboration, and provide greater integration and access to business applications.
David Shastry Experience Design PortfolioDavid Shastry
David Shastry designed a new corporate intranet for the law firm Winston & Strawn LLP to improve access to case information for attorneys. The previous intranet was clunky and difficult to use, wasting attorneys' billable time. Shastry conducted user research and created a task-based dashboard interface with one-click access to content and systems. The new design improved efficiency, increased attorney happiness, and strengthened client relationships.
This document discusses call center solutions from Poltys including call center software, IVR, call recording, agent desktop applications, and professional services. The call center software allows for real-time monitoring of agents, customizable reporting, and integration with other applications. Professional services help integrate the call center software with CRM systems to improve agent efficiency and reduce hold times for customers.
This document discusses call center solutions from Poltys including call center software, IVR, call recording, agent desktop applications, and professional services. The call center software allows for real-time monitoring of agents, customizable reporting, and integration with other applications. Professional services help integrate the call center software with CRM systems to improve agent efficiency and reduce hold times for customers.
The document discusses SAP's mobile data entry and radio frequency (RF) framework for Extended Warehouse Management (EWM). It describes how the RF framework supports a variety of mobile devices for fast, accurate data entry in warehouses. It also summarizes the key components and capabilities of the RF framework, including supporting different device types, screen customization, menu personalization, standard transactions and navigation, and resources management.
The document provides an overview of NICE's contact center and IP telephony solutions. It describes NICE Perform, a standard software package that includes modules for interaction monitoring, reporting, rules management and more. It also outlines NICE's multi-layered architecture, including applications, engines and capture layers. Additionally, it covers the company's recording capabilities like liability, interaction-based, quality assurance and record-on-demand, as well as its use of rules engines and integrated components like loggers, storage centers and interaction centers.
Nethawk provides a practical and proven solution of CRM and Telephony. This solution increases your agent's efficiency many folds. Chief among them is seamless data sharing in unified manner. Agent smoothly navigate page to page in order to close the deal or provide customer support. Our solution is 100% in house developed and available for your customization.
Utilocate offers a comprehensive solution for locate ticket management by automating and streamlining the entire process. By integrating with Geospatial Information Systems (GIS), it provides accurate mapping and visualization of utility locations, enhancing decision-making and reducing the risk of errors. The system's advanced data analytics tools help identify trends, predict potential issues, and optimize resource allocation, making the locate ticket management process smarter and more efficient. Additionally, automated ticket management ensures consistency and reduces human error, while real-time notifications keep all relevant personnel informed and ready to respond promptly.
The system's ability to streamline workflows and automate ticket routing significantly reduces the time taken to process each ticket, making the process faster and more efficient. Mobile access allows field technicians to update ticket information on the go, ensuring that the latest information is always available and accelerating the locate process. Overall, Utilocate not only enhances the efficiency and accuracy of locate ticket management but also improves safety by minimizing the risk of utility damage through precise and timely locates.
SOCRadar's Aviation Industry Q1 Incident Report is out now!
The aviation industry has always been a prime target for cybercriminals due to its critical infrastructure and high stakes. In the first quarter of 2024, the sector faced an alarming surge in cybersecurity threats, revealing its vulnerabilities and the relentless sophistication of cyber attackers.
SOCRadar’s Aviation Industry, Quarterly Incident Report, provides an in-depth analysis of these threats, detected and examined through our extensive monitoring of hacker forums, Telegram channels, and dark web platforms.
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Similar to MAF ICIMS™ - microsoft teams real time agent precence and call queues reporting
SpliceCom Vision is a suite of software applications designed to operate exclusively with the SpliceCom maximiser business telephone system. It provides real-time and historical reporting, call recording management, live dashboards, and mobility features. As an integrated solution, Vision is able to collect detailed performance data from maximiser deployments to provide insights and optimize business operations regardless of user location.
MAF ICIMS™ Monitoring, Analytics & Reporting for Microsoft Teams and UC - rep...MAF InfoCom
MAF ICIMS™ is a reporting and analytics solution for Unified Communication and Collaboration (UC&C) platforms and other data sources such as Session Border Controllers (SBC’s), Gateways, Trading Platforms, Turrents & Dealer Boards. It allows you to gain valuable business and technical insights through its reports, daily dashboards and historical trend monitors. Its flexible, user defined nature means you tell the software what you want to see instead of the software dictating to you what you will see.
2Ring Gadgets for Cisco Finesse, offered in three bundles (standard, enhanced, premium), empowers supervisors and enables agents to become more efficient.
Supervisors are able to handle everyday tasks on their own from within Cisco Finesse: reskill agents, view detailed information about agents and customer interactions in real-time, receive alerts about important call center events (RONA, Calls in Queue, ..), send messages to agents, or even change wallboards on the fly. Be flexible to provide help when needed.
Agents gain all the features that they need to serve customers faster - repetitive tasks are automated, alerts about important call center events pop-up on top of all the application windows, help is reachable (use a panic button; connect with supervisors or even with fellow agents who are on different teams or consult with a back office / remote expert), and last but not least, integrate Cisco Finesse with CRM and Service Desk systems (including Salesforce, MS Dynamics CRM, ServiceNow, SugarCRM).
If you are migrating from CAD to Finesse and would like to resolve feature-parity gap, or if you simply want to use Cisco Finesse in its full glory, add 2Ring Gadgets for Cisco Finesse to your Cisco contact center. It is a vital extension for all Cisco Finesse deployments.
The Connect First cloud-based contact center platform integrates extensive Detail Data Reporting functionality that provides over 100 real-time reports and raw data access. Reports can be accessed on demand or scheduled for delivery and are categorized by modules like inbound calls, outbound calls, agents, and administration. The reporting suite includes a variety of standard and custom report types to give contact center managers clear visibility into historical and current call center performance and productivity from the cloud-based platform.
This document discusses real-time call monitoring solutions from Poltys including:
- Real-time monitoring of call activity on systems and extensions with customizable counters and threshold alarms
- SIP-based IVR solutions for inbound/outbound applications with text-to-speech and optional speech recognition
- A web-based conference bridge that allows up to 23-party conferencing across 50 rooms
- Additional solutions like call recording, voice mail scheduling, and call accounting software
The monitoring solution provides visibility into call traffic and patterns to help businesses analyze operations and avoid issues.
Xarios provides software to integrate phones and computers by automating repetitive tasks like call transfers. Their mission is to improve organizational productivity, revenue, image, and efficiency. Their call recorder adds productivity tools and optional components like PCI compliance, CRM enhancements, and speech analytics. It provides an economical and easy to use tool for user productivity, compliance, and security.
Vision Call Centre is a software solution that helps optimize inbound call center operations through advanced call routing and state-of-the-art reporting. It combines with SpliceCom's maximiser Unified Communications platforms to deliver a seamless solution. Vision Call Centre scales from one agent upwards and uses dynamic resource allocation to meet service level agreements. It provides real-time information and historical reports to supervisors and managers.
Comstice Desktop Agent is a native client for Cisco Finesse supporting Cisco UCCX, UCCE and PCCE. It eliminates browser-related limitations of Finesse Web Client and offers many features for the agents and the supervisors.
Poltys offers call recording, IVR, and call center solutions using SIP technology. Their Pro Call Recording is part of a suite of applications designed for reliability using passive audio tap. The amount of recording storage depends on hard drive size, with a 500GB drive storing around 17,000 hours. Benefits of call recording include liability protection, improved performance monitoring, and understanding customer needs. Poltys also provides IVR, conference calling, real-time monitoring, and other solutions to help businesses manage call volume and visibility.
Tensor Time and Attendance, Access Control, CCTV, HR and Visitor Management P...Tensor Plc .
Tensor Time and Attendance, Access Control, CCTV, HR and Visitor Management Product Brochure. For more information, please visit https://www.tensor.co.uk/
Tropo.js is a communications platform as a service (PaaS) that allows developers to create applications that can interact with and control live phone calls and text messages. Key points:
- Tropo.js apps execute in the core telecom network and can listen for subscriber call and messaging events, then record, fork, or modify live conversations.
- This allows for new services like call logging, transcription, translation and analytics without adding new hardware to networks.
- Carriers maintain control over quality of service while developers focus on features. Growing adoption by carriers like AT&T, Deutsche Telekom, and Vodafone.
Abacus is a people counting solution that provides managers with crucial insight into customer behavior through a real-time dashboard and report generator. The dashboard offers live graphs of visitor numbers and access to live camera feeds. Users can create both standard and custom reports on footfall traffic by time period to reveal trends. The reporting engine allows for intuitive creation of bespoke management reports to understand customer flow over time. This insight allows managers to optimize promotional activities, evaluate initiatives, and organize resources and staff more efficiently.
The document describes various unified communication applications that can be used for productivity, communication, and alerts. Some of the applications mentioned include conference scheduling, phone sharing, display of external callers, phone splitter, phone state monitoring, interactive voice response, push to talk conferencing, broadcasting, voice relay, messaging, digital albums, meeting room booking, transport booking, visitor verification, and canteen menu. The applications allow organizations to improve efficiency, enable easier communication and collaboration, and provide greater integration and access to business applications.
David Shastry Experience Design PortfolioDavid Shastry
David Shastry designed a new corporate intranet for the law firm Winston & Strawn LLP to improve access to case information for attorneys. The previous intranet was clunky and difficult to use, wasting attorneys' billable time. Shastry conducted user research and created a task-based dashboard interface with one-click access to content and systems. The new design improved efficiency, increased attorney happiness, and strengthened client relationships.
This document discusses call center solutions from Poltys including call center software, IVR, call recording, agent desktop applications, and professional services. The call center software allows for real-time monitoring of agents, customizable reporting, and integration with other applications. Professional services help integrate the call center software with CRM systems to improve agent efficiency and reduce hold times for customers.
This document discusses call center solutions from Poltys including call center software, IVR, call recording, agent desktop applications, and professional services. The call center software allows for real-time monitoring of agents, customizable reporting, and integration with other applications. Professional services help integrate the call center software with CRM systems to improve agent efficiency and reduce hold times for customers.
The document discusses SAP's mobile data entry and radio frequency (RF) framework for Extended Warehouse Management (EWM). It describes how the RF framework supports a variety of mobile devices for fast, accurate data entry in warehouses. It also summarizes the key components and capabilities of the RF framework, including supporting different device types, screen customization, menu personalization, standard transactions and navigation, and resources management.
The document provides an overview of NICE's contact center and IP telephony solutions. It describes NICE Perform, a standard software package that includes modules for interaction monitoring, reporting, rules management and more. It also outlines NICE's multi-layered architecture, including applications, engines and capture layers. Additionally, it covers the company's recording capabilities like liability, interaction-based, quality assurance and record-on-demand, as well as its use of rules engines and integrated components like loggers, storage centers and interaction centers.
Nethawk provides a practical and proven solution of CRM and Telephony. This solution increases your agent's efficiency many folds. Chief among them is seamless data sharing in unified manner. Agent smoothly navigate page to page in order to close the deal or provide customer support. Our solution is 100% in house developed and available for your customization.
Similar to MAF ICIMS™ - microsoft teams real time agent precence and call queues reporting (20)
Utilocate offers a comprehensive solution for locate ticket management by automating and streamlining the entire process. By integrating with Geospatial Information Systems (GIS), it provides accurate mapping and visualization of utility locations, enhancing decision-making and reducing the risk of errors. The system's advanced data analytics tools help identify trends, predict potential issues, and optimize resource allocation, making the locate ticket management process smarter and more efficient. Additionally, automated ticket management ensures consistency and reduces human error, while real-time notifications keep all relevant personnel informed and ready to respond promptly.
The system's ability to streamline workflows and automate ticket routing significantly reduces the time taken to process each ticket, making the process faster and more efficient. Mobile access allows field technicians to update ticket information on the go, ensuring that the latest information is always available and accelerating the locate process. Overall, Utilocate not only enhances the efficiency and accuracy of locate ticket management but also improves safety by minimizing the risk of utility damage through precise and timely locates.
SOCRadar's Aviation Industry Q1 Incident Report is out now!
The aviation industry has always been a prime target for cybercriminals due to its critical infrastructure and high stakes. In the first quarter of 2024, the sector faced an alarming surge in cybersecurity threats, revealing its vulnerabilities and the relentless sophistication of cyber attackers.
SOCRadar’s Aviation Industry, Quarterly Incident Report, provides an in-depth analysis of these threats, detected and examined through our extensive monitoring of hacker forums, Telegram channels, and dark web platforms.
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Crescat Event for concert promoters and event agencies. Crescat Venue for music venues, conference centers, wedding venues, concert halls and more. And Crescat Festival for festivals, conferences and complex events.
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MAF ICIMS™ - microsoft teams real time agent precence and call queues reporting
1. MAF ICIMS CC™
Real Time Microsoft Teams Reporting
Live Wallboards, Real Time Agent Status
MAF ICIMS CC™
Real Time Microsoft Teams Reporting
Live Wallboards, Real Time Agent Status
Microsoft Teams Auto Attendants, Call
Queues and Agents performance
Monitoring
2. www.mafinfo.com info@mafinfo.com
CONTENTS
MAF ICIMS CC™ .......................................................................................................................................................3
Key benefits................................................................................................................................................................3
Key features at a glance ........................................................................................................................................ 4
Dashboards & Wallboards ...................................................................................................................................5
Presence status......................................................................................................................................................... 6
Tiled monitors ........................................................................................................................................................... 7
Chart based monitors.............................................................................................................................................7
Call Queue / auto attendant summary page................................................................................................. 8
Call Queue / auto attendant call flow .............................................................................................................. 9
MAF ICIMS™ Dashboards ...................................................................................................................................10
MAF ICIMS™ Reports............................................................................................................................................11
Role based access..................................................................................................................................................12
Threshold alerts......................................................................................................................................................13
3. www.mafinfo.com info@mafinfo.com
MAF ICIMS CC™
MAF ICIMS CC™ is an add-on module to MAF ICIMS™ providing real time wallboards on top
of the MAF ICIMS™ dashboards and reports for organizations using Microsoft Teams Call
Queues, Auto Attendants or Skype for Business Response Groups.
MAF ICIMS CC™ delivers key information to ensure your Call Queues (CQ’s). Response Groups
(RG’s) and associated Agents are performing as efficiently as possible resulting in the highest
levels of customer satisfaction and business continuity.
KEY BENEFITS
Realize productivity gains
The combined use of real-time and historical information ensures that Call Queues, Auto
Attendants (AA’s) RG’s and Agents are all performing as expected and call handling times are
at an acceptable level.
Retain business continuity
With an often dispersed workforce it is essential to ensure that customer service levels are
maintained. This is achieved through on going monitoring of call handling times including call
backs where relevant.
Improve resource planning
Viewing spikes in call handling times and missed calls give an indication that more resources
are required this may be specific days of the week or times of the day.
Gamification
Using the threshold feature available on the wallboard monitors adds a level of gamification.
This would typically be applied in an office based contact center environment to motivate
agents leading to an increase in productivity.
Control agent activity
Live presence status will ensure you know agent activity at any given time maintaining the
highest levels of productivity and ensuring agents are engaged in the correct activity.
Have it your way
The simple interface and user defined nature of MAF ICIMS CC™ ensure that only relevant
information is presented to meet an employee’s unique requirements.
Simple installation, On-Prem/Self-Hosted or MAF Cloud
Installation can be from the MAF Cloud or your own server which can be physical or cloud and
is completed within hours.
4. www.mafinfo.com info@mafinfo.com
KEY FEATURES AT A GLANCE
MAF ICIMS CC™ presents information on screen and is designed to allow users to specify
exactly what they see and how they will see it. We know that different users have different
reporting requirements and a ‘one-size-fits-all’ reporting and wallboard solution is not suitable
for a dynamic and modern workplace.
The emphasis is on easy customization for each user and with the role based access this can
also allow for agent self service.
Dashboard / Wallboard
MAF ICIMS CC™ presents information on screen with its user definable dashboards. Users
select the layout and monitor types to show only the required information.
Presence status monitor
The Presence status monitor displays real-time availability including employee picture and the
color of the current presence status.
Tiled monitors
With large fonts for text, the tiled monitors available in MAF ICIMS CC™ are ideal for use in an
office based contact center environment where wall mounted monitors can display relevant
information.
Chart based monitors
Used to view trends over a user defined date range. These are callbacks, queues call answering
calls page list all call types for a selected date range and allows for filtering and sorting to
ensure quick and easy access to only relevant data.
Call Queue / Auto Attendant summary page
A summary of all Call Queues and Auto Attendants is initially displayed with monitors showing
Call volumes, Missed call volumes, Unused Call Queues and Auto Attendants and Overflow
details. A Queue or Auto Attendant can be selected from here to show full details on the Call
Queues or Auto Attendant including individual agents performance.
Call Queue / Auto Attendant call flow
All agents that a call has been presented to are displayed along with ring-time and the agent
who took the call and call duration.
Reporting
The reporting is a function of MAF ICIMS™ and is entirely user defined ensuring only relevant
information is presented.
5. www.mafinfo.com info@mafinfo.com
Security policies & Role based access
The comprehensive, user defined security policies means that access can be restricted both at
feature and organizational level. For example, a team leader can be restricted to just see their
own teams stats.
Threshold alerts
It is possible to set call based thresholds which generate an email alert when the criteria has
been met such as ring-time or call duration.
DASHBOARDS & WALLBOARDS
The dashboards and wallboards gives an on-screen, user defined view of presence and
performance stats. You can select the number of monitors (up to 3x3), monitor type and apply
filters directly to the monitors to ensure the relevance of the information. Individual monitors
can be expanded to full screen.
Presence status monitor
On screen representation of real-time availability status.
Tiled monitors
The large font presents the stats in an easy to view manner useful when viewed on a wall
mounted monitor. These present both real-time and historical details.
Chart based monitors
The dynamic feature of the chart based monitors allows elements to be selected / de-selected
and the ability to click through to more detailed information pages.
6. www.mafinfo.com info@mafinfo.com
Once configured the dashboard layout can be saved and loaded when required. Users create
their own library of layouts for their different reporting requirements. Typically the dashboard
will display details for the current day but it is possible to select any date or date range to view
performance trends over a period of time.
PRESENCE STATUS
The presence status displays in real-time an individuals Microsoft Teams or SfB status which
includes the employees picture if available from AD. The color of the circle around the
employee image reflects their current presence status.
It is possible to apply filters at organization level to ensure only the required employees are
shown and filters on the presence status: All, Online, On call, Available, Idle, Busy and Offline.
7. www.mafinfo.com info@mafinfo.com
TILED MONITORS
The tiled monitors show either real-time or historical performance details. Filters can be applied
to the individual monitors to ensure only relevant information is displayed. The text displayed
in the monitor title can be altered and thresholds can be set which change the text color (Red,
Amber, Green) and adding an emoji.
Real-time
Active calls
Agents logged on
Available agents
Only available for SfB
Calls in queue
Longest queue time
Historical
Only available for SfB and Call Queues /
Auto Attendants in TEAMS:
Average ring-time
Max ring-time
Only available for SfB:
Average queue time
CHART BASED MONITORS
These monitors show both real-time and historical data. Filters can be applied to the individual
monitors to ensure only relevant details are displayed. The text displayed in the monitor title
can be altered and elements on the charts key can be selected or deselected focusing in on
just required information. Click through is possible directly from the monitors to more detailed
call pages.
Queues call answering
Answered and missed calls are displayed highlighting spikes in call volumes and handling.
8. www.mafinfo.com info@mafinfo.com
Callbacks
MAF ICIMS CC™ has the ability to analyze inbound CLI’s and to cross reference if the caller
has been called back by an agent. Click through gives full call and agent details.
Auto Attendants / Call Queues / Response Groups summary
Full details for SfB, Partial for TEAMS
This table based monitor lists Call Queues or Auto Attendants with a summary of real-time and
historical details: Active calls, Calls in queue (SfB), Available agents, Longest queue time (SfB)
and Average queue time (SfB).
Queue real-time status
Full details for SfB, Partial for TEAMS
The chart in this monitor shows Active calls and Calls in Queue (SfB) in 10 second intervals for
the selected Call Queue / Auto Attendant. The table showing Active calls, Calls in queue (SfB),
Avg queue time (SfB), Longest queue time (SfB) and Available agents.
CALL QUEUE / AUTO ATTENDANT SUMMARY PAGE
Summary and detailed performance statistics can be viewed for selected Queues or Auto
Attendants. The date range can be selected to view trends.
The summary Call Queues or Auto Attendant performance show the number of calls
presented and call handling success. The calls flow graphically represents the call path through
the queue.
The agents performance within the Call Queues / Auto Attendants shows the total calls
handled, talk duration, average call duration and average ring-time.
9. www.mafinfo.com info@mafinfo.com
Click through on agents takes you to the calls page which shows details of all call handled by
the agents. Individual calls can then be selected for comprehensive statistics including user
experience and connectivity information. From here the call answering flow can be selected
showing all agents the call was presented to and the associated call handling details.
CALL QUEUE / AUTO ATTENDANT CALL FLOW
Selected from the call detail page for any call handled in a Call Queue / Auto Attendant or RG
the call flow chart displays all agents the call was presented to and the ‘cradle to grave’ journey
of the call including any transfers (SfB only). Both ring-time and talk duration can be seen and
moving the mouse over a leg of the call displays the details for the selection. Summary call
information shows Caller details, Call status (Answered / Missed), Queue time, Duration and
disconnected by user and phone number if relevant.
10. www.mafinfo.com info@mafinfo.com
MAF ICIMS™ DASHBOARDS
As an additional module to MAF ICIMS™ it is possible to mix the monitors from both MAF
ICIMS CC™ and MAF ICIMS™ on the dashboard. The combined view adds more general
insights into the performance of Call Queues and Auto Attendants.
The productivity based monitors available with MAF ICIMS™ typically used to compliment the
MAF ICIMS CC™ monitors are:
• Call details
Table showing Employee, Time of call, Ring-time, Duration, Direction, Number,
Destination and Quality
• Call statistics
Chart showing volumes of Inbound, Outbound and Internal calls
• Call distribution by location
Heat map highlighting geographical call volumes
• Top destinations
Pie chart showing volumes of calls to destinations
• Inbound call handling
Bar chart showing volumes of calls answered in various time intervals
• Inbound summary
Table showing Employee, Call volumes, Number of missed calls, Avg. ring-time, Peak
ring-time, Avg. duration and Peak duration.
• Outbound summary
Table showing Employee, Organization unit, Total dials, Calls answered, Calls
unanswered, Duration and Avg. duration.
11. www.mafinfo.com info@mafinfo.com
• Answered calls
Tiled monitor with large font. User defined Threshold can be applied for red, amber,
green font color and a corresponding face emoji.
• Average duration
Tiled monitor with large font displaying the average talk duration. User defined
Threshold can be applied for red, amber, green font color and a corresponding face
emoji.
• Missed calls
Tiled monitor with large font. User defined Threshold can be applied for red, amber,
green font color and a corresponding face emoji.
MAF ICIMS™ REPORTS
The report generation is a function of MAF ICIMS™ and allows users to define exactly what is
presented.
Create new reports
Creating new reports is simple using the Report builder to apply filters, sorting, grouping and
charts to new reports. Once configured the report can be run on an ad-hoc basis, saved as a
template or scheduled to run automatically distributed by email.
12. www.mafinfo.com info@mafinfo.com
Ready-made reports
MAF ICIMS™ comes with several pre-loaded reports including: Inactive users, User Adoption,
Peak traffic, Sizing, Conference details, Conference summary, Employee details, Top employees
and Top destinations.
My reports
Reports which have been saved in the Report builder are listed in My reports where they can
be ran or opened for further editing.
Report designer
Used to define the report format, users can select the fields displayed in a report and apply
conditions. Once configured the format is saved and selected from the Report designer.
Report style
An organization can apply their own branding changing report color schemes, the addition of
a company logo and company details.
ROLE BASED ACCESS
The security policies, a feature of MAF ICIMS™ which extends to MAF ICIMS CC™ are key to
effective use allowing for restricted user access both at feature and organizational level.
Any number of user policies can be defined which are allocated when a user signs in either
with Microsoft Single Sign on using a username and password.
13. www.mafinfo.com info@mafinfo.com
THRESHOLD ALERTS
Within MAF ICIMS™ it is possible to set threshold alerts which give instant notification when
a user defined call criteria has been met.
The alerts are delivered via email and can be based on ring-time, call duration or other
parameters.
14. www.mafinfo.com info@mafinfo.com
Who we are
Formed in 2000, MAF InfoCom™ is a leading innovative technology provider with two decades
experience delivering solutions for Unified Communications and Collaboration including
Monitoring, Analytics, Reporting, Recording, Headset & Device Management and DID
Management.
We serve tens of thousands customers around the globe, in a large variety of branches. We
have installations in over 50 countries ranging from SME’s to multi-national global enterprises.
In Europe MAF InfoCom™ is the largest provider of UC reporting solutions.
With the market trend towards Unified Communications and Collaboration we expand our sales
across the globe rapidly. Our solutions work with every major UC&C technology.
Our solutions are offered from the Cloud, On-Premises and Partner Hosted to enable our
customers and partners to choose the best model for their needs.
MAF ICIMS™
UC&C Monitoring Analytics & Reporting
MAF ICIMS CC™
Live Wallboards, Real Time Agent Status
MAF NMS™
Number Management System, DID Range Management
MAF UCR™
UC Voice Recorder
MAF DMS™
Inventory Management for Headset and Devices
www.mafinfo.com info@mafinfo.com