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The heart of Agentivity is its ability to collect and consolidate real-time
and historical information about your contact center's performance and
present it to multiple constituents, including:
- Agents
- Group managers
- Site managers
- Command center personnel
- Company executives
Information can be presented in three different, yet integrated ways:
- Dashboards—an
interactive, dynamic, multi-view application that shows
different types of information including individual and
group telephony and sales metrics, messages, links to training,
FAQs and other content. Agent and manager dashboards are
typically docked at the top of the screen and are sized
by the customer to have minimal impact on desktop real estate.
- Scorecards—Web-based
snapshots of customizable key performance indicators showing
daily, weekly and monthly performance. An ideal means of
provide agents and managers insight into performance trends.
- Consolidated Reports—Web-based,
in-depth reports that display both real-time and historical
performance metrics on an agent, group or site basis. Designed
for managers to be able to quickly review information for
all telephony and business systems in one place.
- MonitorView—
full screen dashboards suited for displaying group and site
performance metrics and messages. TV monitors are rapidly
replacing readerboards as the preferred group display method.
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