IQ Center watches your queues and agents continuously and notifies you the moment a metric slips: a queue dropping below its service target, an agent letting offered calls ring out, a missed customer still not called back. The alert goes out by email or SMS, during the day when you can still act on it.
A report tells you on Monday that last Tuesday went badly. By then the customers are gone and nobody remembers what happened. An alert arrives while the queue is still struggling: someone comes back from break, an agent is added, the queue overflows to another team. The problem is fixed before it costs anything.
Each rule names exactly what is wrong — the queue, the agent, the number of calls involved — so the message can be acted on directly.
A team supervisor does not need the same alerts as head office, and a location manager should not receive those of other sites. Each rule has its own recipients. Alerts go out by email, or by SMS when the phone really needs to ring — typically out of office or during peak periods.
Rules are evaluated continuously during your opening hours, so an alert reaches you while the situation can still be corrected rather than the next day.
No. Each rule has its own threshold and time window, and the same situation does not re-trigger repeatedly. You choose what is worth flagging, and to whom.
Yes. The message names the queue or agent at fault and gives the figure that triggered it, so whoever receives it knows immediately what to do.
Yes — by email from the Premium plan, and by SMS with Pro Max, which is useful when the recipient is away from their screen.
Open the live demonstration — real functionality, fictional data, no signup. Or talk to an expert who will show you what it would look like on your 3CX.