Agent
Workstation: <top>
The agent workstation can be summed
up in one word – SIMPLICITY.
It allows you to train your agents
quickly and efficiently. They will
be able to use the system without
having to have a technical background.
With DialResults, training and use
is extremely easy.
Using low to medium
end workstations, agents make and
disposition calls, schedule callbacks
and update databases. They have access
to sophisticated call processing features
such as Record-a-Call and Call Transfer.
They can set up conferencing of calls
to third parties and make predictive
calls. All this is done from a single,
simple user interface.
Agent scripting uses
an embedded web browser and appears
automatically, based on the campaign
the agent is working on. Customer
responses can be entered directly
into these scripts or into an existing
database. In either case, the database
is updated immediately.
Supervisor
Workstation: <top>
The Supervisor controls the activities
of the agents and the DialResults
telephony system. For example, the
Supervisor application enables/disables
lists and campaigns, controls dialer
pacing, provides daily statistics
and produces real-time reports. Supervisors
have control over campaign configuration
as well as complete campaign management,
agent monitoring, coaching and recording.
• Initiates
campaigns and creates and manages
calling lists
• Views all stations connected
to the system as well as their daily
statistics
• Monitors agent and campaign
activities in real-time (talking,
paused, available, log on/log off
status, and talk, wrap-up and wait
times per agent)
• Monitors the status of active
and inactive campaigns
• Monitors the progress of all
inbound and outbound calls
• Monitors ACD Queue activity
• Logs agents on and off various
campaigns
• Records, monitors and allows
coaching or conferencing with any
agent
• Sends text messages across
the agents ' screens
• Runs real-time reports of
each agent's activities
• Controls dialing campaigns
from any network node or from an off-site
location.
• Can set separate dial pacing
for each campaign depending on drop
rate
Administrator
Workstation: <top>
The Administrator Application is an
integrated set of utilities to assist
with Campaign Design and Management,
Agent File Maintenance, "Dial"
File creation and Campaign Management
routines. Standard reports can also
be initiated and printed from the
Administrator Application. Some of
the functions performed from the Administrator
Application are as follows:
• Agent setup and security management
• Complete campaign setup and
configuration
• Database selection criteria
and outbound campaign loading
• Standard and customized system
reports |
