Management has visibility into real-time and historical contact center and agent performance through SmartAssist management dashboard views. Managers and supervisors can monitor and track agent performance and KPIs and provide assistance to agents handling omnichannel customer interactions to ensure optimal experiences.
CONFIGURE QUEUES, SKILLS, AGENT GROUPS
Increase Contact Resolution Rates
by matching caller needs to agent skill
Set up your queues with ease and organize your agents into groups based on skill or location to increase contact resolution, customer satisfaction and overall contact center efficiency.
Create and assign skills to agents with a skill proficiency level for granular control on how a customer is prioritized in the agent queue resulting in the most efficient use of time for all agents and callers.
Grant permissions-based roles and configure language settings, waiting experiences and more quickly and easily in configuration and set up.
SmartAssist Live Board
for current day’s performance
Contact Center managers and supervisors have a live view of incoming traffic throughout the day along with common customer intentions. Track automation savings indicating total time spent with virtual assistants vs. human engagement and other key metrics such as total automation, average handle time, transfers, forced and optional redirections.
Track Agent Performance
to deliver maximum efficiency
The activity monitor view allows supervisors to monitor and track individual agent activity, history, their customer queues and workload. Supervisors also have the ability to view agents by requested skills, identify bottlenecks and enable workload optimization.
Driving Collaboration
between supervisors and agents
Supervisors can drop in on any agent and get a live view of their screen, coach and assist them or even take control at any time. For voice calls supervisors can listen in or create a conference call for a group conversation.
Insights and Analytics
to understand the big picture
The contact center manager/supervisor dashboard provides key metrics like queue sizes, wait times, skills in demand, agent performance, CSAT and more.
Gain Actionable Insights
filtered by time periods to understand the bigger picture
Roles-based dashboards provides rich, customizable insights into the performance of SmartAssist based on selected time periods. Managers and other operations gain a complete understanding of customer traffic patterns and the most common topics they need help with; a summary of how SmartAssist has performed across automation, redirection, and agent transfers and much more.
AGENT ACTIVITY MONITOR & MANAGEMENT
Track and Manage Agent Performance
to deliver maximum efficiency
Supervisors can view activity by agent and skill; access individual agent desktops and perform actions, such as general coaching or suggest actions to take. Supervisors can context chat with peers in real-time to provide quick assistance; join a conference or group chat for multiple agent assistance or drop in and take over agent-customer interaction to improve responses. For voice calls, supervisors can listen in or drive collaboration creating a conference call for a group conversation.
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