Supervisor and Agent Software
Supervisors / Agent Desktop lets managers and agents view real-time information on queue and agent performance across all contact media, whether phone, email or the Web.
Supervisors /Agent Desktop also gives agents control over phone functions (e.g., answer, transfer, conference and hold) from their PC and identifies incoming calls by screen popping information such as CLID, queue name, wait time and the caller’s name to the agent.
Current service levels achieved (per media)
Change the queue mode, e.g., for unattended or after hours answering
Alert Agents and Supervisors when there are no Agents logged in, calls waiting too long or too many calls in the queue
Ability to view all media types in one environment, Email, Fax, Web Chat, Callback, Web Callback
Real time graphical indication of how many calls each Agent is currently attending to (per media)
Full Supervisor functions, including ability to change parameters easily
Information such as CLID, queue name, wait time and caller’s name presented to the Agent when the call is delivered (on a per media basis)
View status of Agent’s extensions e.g. inbound queue call, outbound call
Supervisors can see what is happening as it occurs and can react immediately, managing their Agents more effectively across all media types
Downloads
