A Web-based real-time reporting tool enables the contact center to share real-time stats of different operations with their operation managers and customers and supports multi-tenancy. Admins can assign users access to different skill sets.
It provides an agent dashboard for agents to visualize their own real-time stats. Web-based provides back-end services, so can be integrated into any external systems like custom CRMs or desktop application. Also provides some web services for CMS external data sync, agent and VND name synch, and a web service to change agent skills without login and logging out agents.
Oceana Agents not only will see the statistics of supervisors but can also see their own and team member’s statistics.