Dynamic changes in queue volumes can directly impact a contact center's ability to deliver on service levels. If one queue has callers waiting while another is sitting idle, neither the customer's nor the center's interests are served. As a contact center manager, you need tools to change agent and queue states instantly so you can respond to changing contact volumes immediately.

The Mitel 6115 Interactive Contact Center offering integrates with Mitel 6110 Contact Center Management to provide supervisors with browser-based tools that provide advanced capabilities to

• Support an immediate response to changing call volumes
• Ensure contact center resources are most effectively deployed at any and all times
• Respond to and control situations involving individual agents and / or agent groups