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PowerXview™ represents the GrowHill's latest web-based real-time call statistics and charts display technology. PowerXview™ interfaces in real-time with PowerX2011™ Telecom Server and produces customized views of call statistics and charts to rear projection wall displays, LCD projectors, plasma display and even to the web browser of remote users. The type of projection is dependent on the mode of display and is each view is projected by the controller unit installed together with the display.

PowerXview™ provides real-time statistics of the Contact Center hotlines, ACDs and agents utilization in the workgroups that handling calls from multiple hotlines and ACDs. These information and statistics are provided via various flexible graphical views like dynamic 2D and 3D Graphs, Scrolling Texts, Flashing Texts and Animated Screens Popup.

Examples of PowerXview™ display details for multiple ACDs or Departments:

  • ACD/Hotline Number
  • Total Number of Agents per ACD/Workgroup
  • Total Number of Login Agents per ACD/Workgroup
  • Total number of Available Agents per ACD/Workgroup
  • Number of callers in queue per ACD/Hotline
  • Longest waiting caller in queue per ACD/Hotline
  • Average Response Time per ACD/Hotline
  • Total number of incoming calls per ACD/Hotline
  • Total number of Abandoned calls per ACD/Hotline
  • Last Answered Call Date/Time per ACD/Hotline
  • Last Abandoned Call Date/Time per ACD/Hotline
  • Total Waste Time per ACD/Workgroup
  • Average Waste Time per ACD/Workgroup
  • Total number of callbacks per ACD/Hotline
  • Average TalkTime for incoming calls per ACD/Hotline
  • Total number of outgoing calls per ACD/Workgroup
  • Average TalkTime for outgoing calls per ACD/Workgroup
  • Agents Utilization and Login/Logout status per ACD/Workgroup. This is to graphically display (e.g: Pie Chart) how many agents are Login (ready to receive calls), how many doing Admin/Paperwork, how many are in Lunch/Coffee Break, how many on Meeting/Training/Company function, how many are in Rest Time/Rest Room, how many are on Vacation/MC/Time Off and finally how many are finished their Working Hours.
  • Total number of direct answered calls per ACD/Hotline
  • Total number of indirect answered calls per ACD/Hotline
  • Real-Time ACD Queue Display for list of callers that are currently in queue (CallerID, Joint DateTime, Waiting Time, Priority, etc.).
  • and many more useful Contact Center statistics.
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    Benefit of PowerXview™

    The main purpose of the PowerXview™ display application is to present vital call statistics to a large group of users, usually all center agents.
  • Ease of comprehension: A picture speaks a thousand words. The PowerXview™ display conveys much more information than rolls and rolls of text with call data information, howsoever valuable. The PowerXview™ sifts out unnecessary data and presents the information in clear colorful graphical forms.
  • More effective monitoring: The information displayed provided call agents, supervisors and managers alike with only selected data which are useful for their operational goals. In this way, the users are NOT inundated with unnecessary information.
  • More efficient use of resources: By providing a common large display for all users, the company saves on the costs of purchasing, operating and maintaining a computer (with monitor) for each user. If the Contact Center has 200 users, the savings would amount to the costs for 200 computer sets, the electricity for powering the 200 sets of computers, the maintenance costs associated with keeping the 200 sets of machines in working order, not to mention the amount of floor space and work tops required to house 200 sets of computers.
  • Higher agent productivity: By displaying the call statistics prominently, the Contact Center agents are motivated to adjust their performance to meet the specified requirements.
  • Improved staff morale: By releasing the call statistics to all agents, each agent can compare his own personal performance with the best agent and is given an opportunity to beat the best agent with real data so as to become the next leading agent.
  • More effective handling of traffic: The real-time call statistics displayed on the video screen enable agents to see the true throughput at all times and handle incoming calls more effectively. This is especially useful during peak periods.
  • Faster response to callers: The ability to see the queue lists on the big screen enables agents to response quickly to calls before they cross threshold limits.
  • Improved customer service quality: The improved call handling gives callers a more positive experience and reduces abandonment of calls.
  • More efficient staff utilization: The ability to view the call situation on the big screen enable supervisors to make timely responses to ease high call traffic situations which are uncatered for. For example, there are two ACD workgroups in an insurance Contact Center; one for Life Insurance policies and another for General Insurance policies. When the supervisor see an unusual surge in call volume for Life Insurance workgroup, he can mobilize some agents from the General Insurance ACD to temporarily handle incoming calls for the Life Insurance workgroup before calls exceed threshold.
  • More efficient use of resources: By providing a common large display for all users, the company saves on the costs of purchasing, operating and maintaining a computer (with monitor) for each user. If the Contact Center has 200 users, the savings would amount to the costs for 200 computer sets, the electricity for powering the 200 sets of computers, the maintenance costs associated with keeping the 200 sets of machines in working order, not to mention the amount of floor space and work tops required to house 200 sets of computers.
  • Much better, well controlled and managed Contact Center: The projection of call statistics onto the big screen provides a fairer monitoring tool for agents. It is also a more effective tool for supervisors and managers as they have a clearer understanding of the traffic condition. This empowers them to plan requirements more accurately for future expansion.
    •  With so many benefits, the ROI (returns on investment) in acquiring the PowerXview™ module is high.
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