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Performance Optimization Manager

The Performance Optimization Manager (POM) monitors your overall Contact Center (CC), maximizes agent service performance, and improves customer satisfaction. Displays your center’s operating status in multiple dimensions with recording, inspection, real-time monitoring, and agent scoring functions.

POM monitors Interactive Voice Response (IVR), skill queues, inspect and rate agents’ work real-time or post event, with alarm notifications and bulletin management.

POM’s Browser/Server structure for operation management of your Contact Center uses real-time data to optimize agent work schedules and improve corporate performance.

Capture your Contact Center’s operating status with real-time monitoring and inspection — integrating Huawei POM is a “must” for optimizing agent performance and scheduling

  • Records calls and desktop operations, saves text chat and email records. Calls can be automatically recorded by the system or manually recorded by agents. Screen recording percentage also is configurable
  • Uses refined dimensions, quantitative indicators, and charts or tables to clearly show status of monitored agents, IVRs, skill queues, and contact centers
  • Enables inspectors to supervise and objectively rate agents; for example, listening to or inserting into ongoing calls between agents and customers; can efficiently execute inspection tasks to automatically extract recording files based on preset criteria, and implements fair scoring of agents to improve productivity

Specifications

Specifications

POM Deployed with Oracle (Single-Node System)

POM Deployed with SQL Server (Single-Node System)

Maximum Number of Online Users

200

50

Average Log In Time/s

6

7

Average Response Time for Service Request/s

5

7

Average Response Time for Recording Query Request/s

15

15

Maximum Number of Concurrent Monitoring and Inspection Channels

10

5

Maximum Number of Concurrent Recording Download Channels

10

5

Maximum Number of Users who Concurrently Perform Playback and Scoring

5

5

Maximum Number of Inspection Tasks

10,000

10,000

Maximum Number of Agent Monitoring Graphs

40

40

Maximum Number of Agent Thumbnails

200

200

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