Many Contact Centres use reader or display boards to display critical telephony information. However, agents must look away from their working environment to view the information on the reader board. CCSPI solves that problem. It puts a reader board on each agent’s screen where it is in their line of sight all the time.
CCSPI brings your display board off the wall and onto every agent’s PC screen. Key telephony information is right in front of agents’ eyes and (optionally) on top of all other information displayed by your business applications. Agents can’t help but notice it and can respond to any undesirable trend.
Contact Centre agents can also track progress toward their personal targets using CCSPI. Agent login, ready, not ready and talk time and any other agent statistics can be displayed by CCSPI.
Tightly integrated with Genesys suite
Statistical data is sourced from Genesys StatServer which keeps the information presented by CCSPI consistent with that displayed by Pulse and CCPulse+.
Monitor any queue
CCSPI can display up to 75 voice or multi-media queues.
Message display
Messages can be composed by Team Leaders and displayed by CCSPI. Now you can get that “General queue is filling – go ready now” message to agents quickly.
Optional statistics
In addition to the standard queue age, depth and number of ready agents statistics, CCSPI can also display optional statistics like service factor so your key performance information is in front of agents all the time.
Thresholds
If a statistic exceeds your organisational goals CCSPI will change the colour of the statistic to bring it to attention immediately so agents can take action to arrest an undesirable trend.
Audible alarm
If the number of calls in an important queue or age of a queued call reach a predefined level an audible alert can be played. Agents working the graveyard shift or in a low-volume contact centre can be alerted when they maybe performing other functions.
