XpressView
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. |
|
The Xpress View home interface provides a summary of data.
| 1. | Agent
status: Logged in Ready Not ready Talking Work State |
2. | The call summary provides a view into call statistics for the day . |
3. |
Calls in
queue Total calls waiting The oldest call in queue Average wait time of caller |
Actionable Intelligence with real time data.
Ability to customize and define different levels of notifications. Set thresholds based on your needs for the various notifications.
Supervisors have the ability to view summary on all call center agents in one clear view. This includes agent status, calls handled per agent, average talk time, etc.
Supervisors also have the ability to allow other supervisors or managers to select what CSQ’s will be observed
The CSQ tab is threshold driven and
provides combined information for agent availability and call
statistics. Here if a particular threshold is not met, such as
number of agents logged in, the fields will change colors as a form of
alert.
