By: Lanette Thurman On: February 12, 2016 In: Interactive Intelligence, Pure Cloud Comments: 0

Wow! After 20+ years in call center environments, I can’t believe how much the agent desktop has changed. When I first started in the call center industry, there really weren’t many choices. Most centers used a mainframe based desktop with short codes and quick keys to move from screen to screen. Some centers weren’t even that modern – everything was done on paper and on triplicate forms. My how the world and the agent desktop has changed.

Interactive Intelligence Pure Cloud agent desktop offering is among the best that I have seen in the industry. The key is a seamless single space with everything the agent needs to do their job as effective and rapid as possible.

Most agents crave feedback. Agents often want to know if they are achieving departmental goals and how they are doing in comparison to their peers within the call center.

With Pure Cloud Engage, the dashboard includes several components that allow your agents to see service level trending for the contact center and by queue, for the various multi-media channels that they use. The agents have access to their Quality Monitoring evaluations as well as their own Agent statistics.

Why is this important? Allowing the agents access to real-time feedback truly empowers them to be actively involved in their professional development.

A little friendly competition within call centers is normal and goes a long way to increase personal and department morale. At both the agent and team level, the effectiveness of allowing the agents to see daily accomplishments is immeasurable!

The Contact Center dashboard focuses on several statistics such as:

  • Service Level % Trend (by queue & media type)
  • Interval ASA
  • Interval Abandoned %

 

Below are a few examples of what those dashboard views look like:

 

The agent views provide real-time information so the agent can see how they stack up to those in their department based on various statistics such as:

  • Calls Answered
  • Average Talk
  • Average ACW
  • AHT
  • Talk
  • Hold
  • Transferred

Here’s a peek at how it’s broken down for the agent:

As a call center manager, I would have been thrilled to have had such a great tool for my agents and for me. If you’d like to learn more about how Pure Cloud Engage can enhance your call center, check out the 2-minute video below then drop us a line with your questions. We’re here to help you provide the best experience for your agents and ultimately for your customers.