The Real-Time Interface (RTI) obtains real-time information from OmniTouch Contact Center Supervisor (CCS) objects, such as pilot, waiting queues, agent processing groups, agents, etc.
- Provides access to various CCS objects:
- Waiting queue
- PG Group
- PG Others
- Provides notification and subscription service for all data
- Complements the Contact Center Agent (CCA) application
- Improves contact center administration by providing real-time agent phone status data, and by enabling supervisors and management to monitor agent schedule adherence in real time