Global Monitor
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Global Monitor is a service that monitors Verint and Avaya Workforce Optimization applications to ensure they are operating optimally. It provides real-time dashboards displaying metrics and application status, as well as smart alerts classified by criticality to notify users of issues. By combining primary analysis with secondary analysis from experienced technicians, Global Monitor ensures all impactful issues and negative trends are reported effectively to customers.
Global Monitor
- 1. Global Monitor www.adtechglobal.com Intelligent alarming for your WFO environment. Improve uptime throughout your entire contact center with Global Monitor - the only service that verifies your Verint & Avaya Workforce Optimization applications are operating optimally. With more than 17 years of contact center experience, we understand the impact your WFO applications have on contact center operations. That’s why we’ve created Global Monitor as the first and only intelligence service specifically for the Verint and Avaya WFO community. With the Global Monitor service, you’ll always have insight into how your entire system is performing - an imperative asset to streamlining workforce efficiency, meeting service level requirements and improving customer service levels. Global Monitor is a comprehensive service that is pre-configured to monitor, detect and alert on all critical and functional aspects of your Recording, QM, Speech & DPA solutions and system health. Through calibration, Global Monitor helps you to focus on events that are important to your business so you do not miss critical application impact through hyper alarming. Engineered with the Verint & Avaya WFO contact center software in mind. Real-Time Dashboard Global Monitor’s online dashboard puts key information at your fingertips. Displaying metrics, issues and current application status, the Dashboard is ideal for display in your NOC or on any Internet-connected device. Smart Alerts Alerts are classified by criticality, based on customer preferences, to notify on urgent issues affecting current uptime and performance, as well as highlight trends stemming from these applications. You choose when you’re alerted and how (text, call or email). Alerts are designed to be further optimized during the deployment of your unique customer environment.
- 2. Global Monitor www.adtechglobal.com Primary analysis is combined with live secondary analysis from event handlers and technicians with extensive contact center technology experience to ensure all impactful issues and negative trends are reported to the customer effectively. Your data is secure as only metrics surrounding the data is collected. No proprietary data, including data and voice files, is ever collected and your team is alerted of critical issues within minutes. No other service offers this level of application intelligence. How it Works