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Agent

The agent is a dynamic interface designed for the streamlined handling of all contact center interactions, regardless of channel. Based on exhaustive research, it is a simpler, more efficient and engaging way for agents to positively interact with customers.

Agent:

Streamlines the workflow with intuitive, context-sensitive controls

Empowers agents to personalize interactions with customer data and information in seamlessly integrated panels

Optimizes collaboration within the contact center and beyond with presence–aware address books

Enables agents to pace contact handling according to current conditions by displaying real-time statistics for agents, teams and queues

Supervisor

The dynamic, context-sensitive supervisor interface is purpose-built for the needs of supervisory staff, providing them with single-point access to crucial performance information and the ability to intervene when necessary.

Supervisor:

Improves the ability to manage agents with real-time performance metrics

Streamlines the listen, coach, barge, and takeover process for live interactions

Optimizes SLA levels with real-time monitoring and the ability make adjustments to resolve shortfalls

Simplifies the management of agent skill assignments and proficiencies

Enables on-the-go access with a mobile-aware, HTML5 design

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DOA-C23WEB01