Agent Desktop

Agent Desktop allows contact center managers to view real-time information on queue and agent performance from their PCs, and because this information can be made available to any PC on the LAN, it can be shared with supervisors and the agents themselves. Experience has shown that productivity increases when agents are able to review each other's performance because they become more accountable to each other and to the team as a whole.

Agent Desktop is also a very powerful management tool. As contact centers become an increasingly vital part of company operations, the need to monitor the performance of individual agents and queues increases. It is not only the contact center supervisor who is interested in the performance of the contact center. General managers, sales managers and other managers in the organization may be interested in the contact center’s performance and can view its activity from their own desks using Agent Desktop.

Supervisor Features

The many features of Agent Desktop include:

• Facility to log on/off across all media types, put an agent on a Break, and assign Worktime after each call
  
• Real time graphical indication of the status of each agent and each queue
  
• Real time graphical indication of how many calls each agent is currently attending to (per media)
  
• Full supervisor functions, including the ability to change parameters easily
  
• View status of an agent’s extensions e.g. inbound queue call, outbound call
  
• Real time statistics on a per agent basis via a tool tip
  
• Occupancy percentage for each agent
  
• Current service levels achieved (per media)
  
• Change the queue mode, e.g., for unattended or after hours answering
  
• Create different Break types by agent
  
• Alert agents and supervisors when there are no agents logged in, calls waiting too long or too many calls in the queue
  
• Supervisors can easily make themselves available to take delivery of specific media
  
• Calls can be delivered to certain agents/supervisors on an “On Demand” basis only (calls are delivered when the Demand button is clicked)
  
• Supervisors can monitor (listen to) an agent’s phone call and then intrude if necessary. This feature is governed by security.

Supervisor Benefits

Organizations can gain a number of significant benefits from the introduction of Zeacom’s Agent Desktop application:

• the ability to view all media types in one environment
  
• Agent Desktop is easily networked, giving all staff access and encouraging team members to be more pro-active in handling calls
  
• As screenpops can be customized to behave exactly how the Agent wishes, customer service is improved by having all the caller’s details at the Agent’s disposal as calls are answered
  
• The cost per seat is reduced as Agents can use analog phones, as Agent Desktop provides an advanced GUI interface
  
• Supervisors can see what is happening as it occurs and can react immediately, managing their Agents more effectively across all media types
  
• Supervisors are able to log Agents in/out or put them on a Break from their PC
  
• Live Agent Occupancy percentages assist supervisors to manage their agent’s time more easily resulting in less burn out
  
• The ability to change the mode of the queue from Agent Desktop means that contact center managers can react to a situation immediately e.g. put a queue into emergency mode
  
• Performance standards for Queues and Agents can be set and assessed on an ongoing basis and across all media types. This saves hours in management analysis and is probably the most important tool in the system for a company to correctly view the contact center operation and to estimate future growth patterns
  
• Demand delivery allows Supervisors and managers to provide support to the contact center when they feel it is necessary, without having calls automatically delivered to them like Agents
  
• The ability for an agent to request Alert assistance means high load contact centers are able to maximize the use of roaming Supervisors and potentially increases Agent availability as Agents do not need to leave their desks (and therefore take Breaks) to request assistance.

Agent Features

With the power of Desktop’s toolbar at their fingertips, agents can effectively manage incoming calls and multimedia requests from their PC terminal. The key features of Agent Desktop for individual agents include

• Phone functionality such as make call, hang-up, transfer, conference, hold, park and forward via an easy to use toolbar
  
• Informative screenpop 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), including the ability to screenpop Microsoft Outlook Contacts
  
• Multi line capabilities that allow the viewing and handling of concurrent phone calls
  
• The ability to handle concurrent multimedia contacts
  
• Desk-to-Desk Chat that enables internal users to communicate via text messaging Desktop-to-Desktop. Users can save a Chat call transcript so they may re-access it later
  
• Self paced online tutorials from either Startup of the application or from Online Help.
  
• Make, take and transfer calls using global or personal dialing directory
  
• Agents can view their own performance statistics
  
• Ability to ask for after call 'Worktime' or take a Break from the queue
  
• Code the call type e.g. 'Wrapup codes'
  
• Agents can put himself or herself in Alert Status if they need assistance
  
• Agents can record a conversation between themselves and another party. The recorded conversation shows as a message within a mailbox.
  
• Establish and Wrapup Callback type calls
  
• Agents can work from any extension or work desk by logging in with their unique Agent ID
  
• Last Called Agent information is displayed to agents when calls are delivered. Additionally CT Control can attempt to deliver the call to the last Agent who dealt with the caller
  

Agent Benefits

• Chat is an excellent medium to exchange complicated information quickly and in real time and for coaching i.e. a supervisor can monitor an agent’s call and send coaching texts to that agent’s Desktop at the same time
  
• Agents can see who they are dealing with and don’t have to constantly write down names, phone numbers and email addresses resulting in reduction in talk times as Agents no longer have to ask for customer details on every call
  
• The ability for an agent to view their own statistics makes them more likely to self manage and become goal oriented
  
• Agents won’t log out or take a break if there are calls, emails or web requests waiting
  
• Agents can log into CT Control from any PC that has Agent Desktop loaded
  
• The Break option shows other Agents in the contact center why the Agent is not logged in
  
• The phone book directories provide easier access to frequently called numbers and email addresses both internal and external
  
• Wrapup codes automatically screenpop on the Agent's desktop for completion after each call. This means the Agents do not have to remember to do this manually
  
• Viewing the current queue status will allow all in the contact center to react immediately
  
• Ability to view all contact media types in one application
  
• The ability to log in from any PC means that agents do not always have to sit at the same desk, reports are detailed by individual agents and. This is also very useful for contact centers with different shift times.
  
• Automatically offering Online Tutorials at startup raises the awareness that tutorials are available for users so they become more comfortable with features and functions
  
• The ability to be available by selected media offers flexibility and the ability to respond quickly to unexpected call loads
  
• Last Called Agent increases customer service levels by delivering the caller to the Agent who last spoke to them, effectively reducing call handling times and increasing call center efficiency. Agents are able to make more informed decisions about how to handle the caller, resulting in greater customer satisfaction
  
• Multi line functionality allows Agents to view and manage more than one phone line while ensuring Agents are presented with the information required to answer calls in a customer focused, professional manner