NEC MY Calls ACD Agent Desktop
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NEC My Calls ACD Agent Control
- A real-time snapshot of all personal call activity including agent status, call history plus a mini wallboard of group activity
- KEY BENEFITS •
- Flexible working - Empowering agents to log in and out of service enables any organisation to make better use of limited staff resources.
- Better Management Control - Busy managers save time because user-defined controls & alerts are only triggered when exceptions occur to defined service standards. Agent Control provided by MyCalls Call Centre is a two-way process. Not only does it provide the essential information for supervisors to maintain call-handling service levels, it also empowers agents with greater flexibility to deal with call traffic. An Agent Control toolbar on every agent’s desktop enables them to log in and out of ACD queues and display their current status. Because call queues are visible on screen or plasma display, agents can often enter other queues on their own initiative to lend support to hard pressed colleagues.
- Agent status Conditions such as Available, Wrap Up (handling after call activity) or natural break and other reasons specified by the business can be selected from the toolbar.
- Supervisors can add other reasons specific to their business, for example, some agents may be required to spend time picking parts to fulfil orders they have taken earlier. This flexibility helps a team work with greater efficiency, especially where staff resources are limited. Because the different work states are always specified in real time, it enables supervisors to maintain more effective control over service levels and to run extremely accurate reports on agent activity.
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