Tackling the Challenge of Unplanned Incidents in Contact Centers with DCCM

Every contact center manager knows the stress of handling unplanned incidents—a sudden spike in calls due to a marketing campaign, a system outage, or seasonal traffic that pushes your queues beyond capacity. In these moments, fast decisions are critical. Managers often need to reassign agents, adjust skills, or reconfigure routing on the fly. But doing this manually can be time-consuming, risky, and prone to errors—leading to long wait times, frustrated customers, and SLA breaches.

The Issue: Lack of Agility During Unexpected Surges

Traditional methods for handling incidents involve manual configuration changes across multiple systems. This not only slows down the response but also increases the likelihood of mistakes. Even when the incident is resolved, rolling back to the original setup is another challenge. The lack of flexibility directly impacts customer experience and agent productivity.

The Solution: Dynamic Contact Center Manager (DCCM)

This is where Pointel’s Dynamic Contact Center Manager (DCCM) makes a real difference. With DCCM, supervisors and administrators can instantly capture “blue-sky” snapshots of their Genesys environment. When an unplanned incident occurs, they can quickly make changes—reassign skills, update queues, or adjust staffing—and once the issue is resolved, restore the environment back to its original configuration with just a few clicks.

How DCCM Helps

• Rapid Incident Response: Quickly adapt to sudden changes without manual errors.
• Snapshot & Restore: Restore your environment seamlessly after the incident is resolved.
• Reduced Risk: Minimize disruptions to both agents and customers during high-stress situations.
• Improved CX: Keep SLAs intact and ensure customers don’t feel the impact of backend chaos.

Final Thoughts

Unexpected incidents will always be part of contact center operations—but how you respond defines the customer experience. DCCM empowers administrators with the agility to act fast, reduce risk, and maintain service quality, even under pressure.

👉 Want to learn how DCCM can help your contact center handle incidents better?
Contact us at contact@pointel.com or call +1 (732) 744-0440 for a demo.