Using InSight, agents can easily see how they are performing to operational objectives such as average handle time (AHT) and adherence goals. Executives receive even greater benefit from information supplied by InSight dashboards. They can quickly see what is happening across a broad range of key performance indicators (KPIs) to identify and resolve problems before they escalate. Supervisors can also use InSight to improve mentoring and agent recognition while workforce planners benefit from the root-cause analysis capabilities.

InSight includes a predefined set of KPIs along with standard dashboards and reports for agents, supervisors and executives. Additionally, up to 30 predefined metrics can be imported from another contact center system such as quality management, eLearning, human resources or other solutions. The center also has the ability to customize the predefined dashboards and reports and more can be added as needed.

As a TotalView advanced feature, InSight comes with built-in support for multisite management. This allows the center to view information and perform analysis at any level, from the entire operation to individual sites, contact types and queues. With a thin-client Web interface, the InSight solution is quick to deploy and easy to maintain.