Manage your daily tasks more effectively using a pre-configured single window interface. Agent home allows agents to easily manage request queues, perform bulk communications, share the information via ESN and monitor their own performance in a single window interface.
Leverage extended capabilities of the supervisor’s workplace, which provides managers with full control over all inbound and outbound communications. Get a complete information on all agents’ activities, monitor and manage their workload, and take part in the request processing, if necessary.
Use queue management capabilities of bpm’online contact center to organize case processing, taking into account priorities and other parameters. Create different types of queues: dynamic, which are based on filters or static, which highlight certain contacts requiring attention; open queues, in which agent can see the entire list or blind queues, in which an operator can see the next contact, only when he picks the contact up from the queue. You can also remove cases from the queue if they no longer need resolution, as well as assign agents to process specific elements of the queue.