AgentView Enterprise contact centre software presents real-time information
to wallboards, desktops and other devices.
Contact centre specialist distributor Dacon is now handling AgentView Enterprise, an advanced real-time reporting software platform which collates and displays current queue statistics, messages, and user-defined parameters on wallboards and advanced agent desktop displays.
AgentView Enterprise allows agents and supervisors to gain better control of contact centre activity. Information such as the number of callers in the queue is monitored and displayed in real time. Users can also set parameters (called Performance Indicators) to communicate exactly what their contact centre need to know in order to improve performance.
AgentView Enterprise can create meaningful data from statistics whatever their source. For example, a cost-per-call figure from the database can be combined with a "calls-in-queue" statistic to give an instantaneous view of current profitability. Snapshot reports can be viewed straight away. Alerts show immediately when thresholds are about to be exceeded, allowing agents and supervisors to plan accordingly. This feature is unique to AgentView Enterprise.
A number of supporting applications are available for AgentView Enterprise to further extend its capabilities. AgentLink TickerTape displays information in the form of a scrolling 'ticker-tape' display on the agents' desktop. The TickerTape display is fully configurable and provides real time updates. System integrators and application developers also have the ability to include the TickerTape display directly in their applications.
PageBreak is a further option that provides instant communication of "intelligent" real-time data and messages to individual e-mail addresses, cellular phones, or pagers. Key individuals or group see only what they need or want to see. It also interfaces to a wide range of other devices and third party software and can send data to an unlimited number of display panels of various sizes.
Enterprise supports LAN and WAN configurations and has a true 32-bit design and architecture.
It has an open architecture database that allows incorporation of messages from external systems via ODBC.
Issued on behalf of Dacon, contact: John Bell, 01442 275224 /
Press contact: Craig Coward, 01625 511966 / firstname.lastname@example.org
The Edge Partnership
(+44) 1625 511966 / 511967 (fax)
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