Call Center Management needs information at their fingertips to make vital decisions about queuing, overflows and call routing.
Call Center Dashboard
- The Call Center Dashboard is a web application that delivers queue statistics and thresholds in real-time on a variety of devices from PC-based wallboards to individual PCs, Tablets, and Smartphones. With customizable views, it tells you what has happened so far today and what is happening right now. Exclusive to Evolve IP, the dashboard provides an executive view using visual alerts and email notifications based on thresholds you set to tell you what you want to know about the health of your call center.
- Supervisor Client, an intuitive web-based client, provides call center leaders who are actively managing queues and agents, the ability to listen to calls, tools to monitor and change agent status, and options to prioritize and redirect calls. This tool provides true depth into your organization’s calls, including such features as silent monitoring of agents and queues, real-time status of agents and queues. It provides unparalleled control, delivering the ability to reorganize and prioritize calls waiting in the queue and to change the ACD state of agents.
- Agent Client, provides web-based, point-and-click call control, ACD state functions (sign-in, sign-out, unavailable, available, and wrap-up, etc.) and emergency escalation. This client gives agents access to the company directory, call logs, and indication as to which supervisors are available so that they can escalate to an available supervisor. The Agent Client enables agents to see call information such as which queue a call is in and how long the caller has waited. Through this client, disposition codes can be assigned to track such items as special promotions and reports can be created regarding agents’ performance metrics, including graphs.
- The Unity Client features an intuitive, icon-based interface and delivers additional intelligence to agents such as presence status information, Outlook contacts, and more. With point-and-click call control, calls can be transferred to another agent effortlessly within the application and the embedded chat feature is the perfect add-on for workgroups and functional teams. Agents can also click to log into a hoteling slot, change Toolbar settings and enter disposition codes.