Matrix Aware represents the flow of alarms into the call centre and specifies the type of phone calls received via the Automatic Answering queue.

We have probably all interacted with automated phone systems and heard prompts like “…press one for …and two for…” When calling such a system, your call is received in a specific order and then it is placed into a queue with the same type of calls. Matrix Aware displays the calls that the phone switch is holding, shows the number of calls it is holding, displays the type of call, notes the amount of time it has holding in the queue, displays the average time held in the queue at any given moment, and colour codes calls accordingly if any type of call is past the company’s expected goal of service level.

To provide further analytics and comparisons on service levels, this product shows the alarm queues alongside the prioritised phone traffic queues. The system also provides information and insight into the actual phone calls taken to operators to be prioritised along with the alarm signals, which allows centres who do take calls and handle alarms together to associate the calls accordingly and provide better service than ever before.

Currently, the product provides three graphs. One graph, named the Inbound Call Engine, shows inbound phone calls along withthe type of alarm it is associated with.The queue size and the number of simultaneously dropped calls are displayed to give insight into why certain types of drops may be occurring. This also shows the time in red when the call is over your stated service level. For instance, if “cancel alarm” calls, service calls, “testing your account” calls were driven to your operators, with this product you would be able to see the service level of those certain calls being taken during high and low times - while tracking the drops, giving you the necessary information to help plan certain shifts and departments accordingly. Another graph will display how many operators are logged in, how many are available by department, and how many are open for the handling of alarms. Lastly, there is a pie chart depicting the service level, breaking levels down by every 15 seconds that calls are waiting in a queue, and then showing any time over your service level in red.

This product aligns central station personnel and management to the goals of the centre makes them aware of the status of their callers at a glance. The Matrix Aware product can be broken down further to show one screen for each type of queue, alarm and/or phone traffic integrated and sorted by their priority either separately or together.