ELEMENTS OF SUPERVISION
- Elements that may be supervised
- Agents
- Queues
- Outbound Campaigns
- Supervisors
- Multi sites Supervision (Hypervision).
PRESENTATION
- Display Types
- Agents, queues, and outbound campaign lists
- Call and abandon ratios, daily, hourly production schedule graphics, etc.)
- Real time production ratios
- Digital display
Personalized
- Predefines or personalized display values
- Style (size, color, etc...)
- Information filters for campaigns, group of agents, companies, etc…
- Virtual windowsirtual windows
- Ability to display supervisor windows on 4 virtual screens
- Ability to automatically toggle from one screen to the other.
LISTEN AND RECORDINGS
- supervise conversations
- Recordings
- Listen, whisper, conference
- Control remote terminal
- Chat with agents
MANAGE ALERTS
- Alert management for supervisor data
- Predefined alerts
- Configurable Alerts
BACKOFFICE
- Backoffice
- List of call back made during the day
- List of calls treated by agents, queues and campaigns
- Ability to call back client.
- Ability to edit, modify the script information imputed by the agents.
- Ability to modify agents qualifications.
Hermes.Net is a web based application, providing all contact center functions from within a standard web browser.
Functional Avantages
Mutli-Site Architectures
Thin Client and home agent architecture
Full Media Blending
VoIP
IVR
Email Management
Automatic call recording
Remote supervisor and listening
Talk time Acceptance
User controlled access rights
Skill based routing
Predictive and auto dialer
Send SMS
Native CTI Link
SQL and Oracle server DBMS
Windows and Linux compatible interface
The Thin client for multi site and home agents environments
The user can access the application from anywhere in the world, on any computer connected to the internet, with all the necessary security.
ASP ready
This functionality is very useful to companies who wish to decentralize their operation employing resources from their homes or at remote contact centers
Hermes.Net allows you to deploy a single unique solution for all your locations, orienting your calls to particular skill sets to the proper locations in order to provide a superior service.
Simple Integration with Industry standartd Applications.
Interface and Microsoft Dynamics CRM 3.0 plugins
Management and email distribution via Trinicom
... Siebel, etc ...
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