Chapter 12 Automatic Call Distribution with MIS
Page 12- 12
UNIVERGE
NEAX
2000 IPS
Request for Proposal (RFP) Reference Guide
Issue 6
Agent Desktop (Q-Desktop)
As the importance of contact centers increases, so does the need to monitor operational parameters.
Q-Desktop lets managers and agents view real-time information on queue and agent performance
across all contact media, whether phone, email or the web, providing supervisors and agents with the
tools for making the right decisions at the right time.
Agents have access to a wide range of contact center functionality directly from their PC desktop,
ensuring that they can operate at optimal efficiency. Using the Agent toolbar they can:
Log into and out of queues
Request post call work time
Take a break
Wrap up or resolve a call
Raise an alert for assistance
Q-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 prudent information such as ANI, wait
time, queue name, as well as caller's name account number and any other desired information from Q-
Master or external database. Any actions taken by the agent in the contact center are reflected in real-
time by Q-Desktop. These views give agents and supervisors a lot of valuable information at a glance.
List of features included with Agent Desktop (Q-Desktop):
Real-time information
- view the status of each agent and queue. Supervisors can monitor
contact center service levels and act immediately when issues arise unexpectedly. Experience
has shown that agent commitment increases when staff can view each other's performance.
Your agents become increasingly goal oriented and require less supervision, resulting in
increased productivity and accountability
.
Caller information display
- Q-Desktop screen-pops calls as the phone or email is delivered to
the agent. Using Caller ID, users can view the caller's name and number before answering the
call, saving valuable seconds. Use the Phonebook, Q-Desktop's own database, to store special
details for a caller, which may be screen-popped with the call.
Multiple views
– users can make their view of the contact center as simple or as detailed as
they wish, and flick from one view to another with a single mouse-click. They may choose to
view:
o
the queues and which agents are logged into
o
the individual agents and the type of call they are on
o
both queues and agents
Precise and convenient dialing
- point-and-click directories ensure fast and accurate dialing.
Agents can also dial directly from their PC keyboards.
Specialized features for supervisors
- supervisors will always have a current picture of
contact center activity: queue status, service level, abandonment rates, traffic volumes and
agent statistics. A number of specialist features are also available for supervisors, including:
o
On-demand call delivery
o
Remote log in/out option to control agent status
o
Conversation monitoring and intrusion
o
Direct access to Q-Master's administration package - for dynamic changes
o
Emergency queue re-routing
o
At-a-glance icon indications of call and agent status
