Xpress View
Xpress View presents real-time call center information directly to your agents desktop. The agents login credentials identify the necessary CSQ's and Skills on an agent-by-agent basis.
This is Xpress View Home interface, it provides summary data of Agent Status, Logged In, Ready, Not Ready, Talking and Work State.
Call Summary provides a view into call statistics for the day.
Calls in Queue provide total calls waiting, oldest call in the queue and the average wait time of a caller.
All of the data elements in Xpress View are threshold driven and will change color and play .wav files when thresholds are breached.
The agent tab will provide the necessary information about each of the agents in the CSQ's they are part of. The fields are configurable and can be added or removed
The CSQ tab will give combined information for agent availability and call statistics. Each field is threshold driven and will change colors when exceeded. In the following example, the Logged in agents are less than the acceptable threshold so the color changed to yellow.
Agents have the ability to control window state and transparency.
The supervisor view has the ability to allow supervisors and managers to select what CSQ's will be observed
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