The Genesys Advisor Performance Management Suite is a real-time management solution which brings information together, provides coherent and useful answers, and empowers its users to take action.
Contact Center Advisor-Mobile Edition (Mobile Edition) extends the real-time insight of the Contact Center Advisor solution to the mobile user. Mobile Edition connects managers on-the-go with key performance indicators so they can collaborate and solve service issues before they evolve into critical performance problems.
Mobile Edition allows managers to monitor or be alerted to contact center performance in real-time, wherever they are located, across multi-channels (voice, chat, and email). Results are viewed within a business-centric framework that includes measures like revenue and customer satisfaction. Threshold alerts pro-actively warn managers about evolving issues. Performance measures are displayed using metrics, graphical alerts, and charts.
Mobile Edition displays such indicators such as:
- Service quality performance
- Inbound and outbound call volume
- Talk time
- After call work time
- Handle time
- Transfer
- Average speed of answer
- Abandoned calls
Mobile Edition provides immediate access to contact center metrics and key performance indicators across multiple levels of the organization. Over 35 unique metrics are available to meet the specific requirements of various user communities, from C-level executives to command center personnel.
Lines of business, call centers, and virtual queue groups are organized hierarchically, providing viewing flexibility to match the user’s preferences and needs. Mobile Edition displays detailed information regarding the activity and performance of these lines of business, call centers, and virtual queue groups.
Performance metrics in Mobile Edition are available as a real-time “snapshot,” as a summary for the rolling five-minute ‘Now’ interval, the last thirty minutes, and as a summary of the current day.
Genesys的顾问绩效管理套件是一个实时管理解决方案,它汇集了信息,提供了统一而有益的答案,并授权其用户采取行动。
联络中心顾问 - 手机版(手机版)扩展了联络中心解决方案顾问向移动用户的实时洞察。移动版连接上这去与关键绩效指标管理人员,使他们能够合作,解决服务问题,他们演变成关键的性能问题之前。
移动版允许管理者监控或警觉到联系中心性能的实时,无论这些,在多通道(语音,聊天和电子邮件)。结果以业务为中心的框架,包括像收入和客户满意度的措施中查看。阈值警报积极主动地发出警告不断发展的问题管理者。显示使用度量标准,图形警示和图表性能的措施。
移动版显示这样的指标,例如:
- 服务质量性能
- 入站和出站呼叫量
- 通话时间
- 呼叫后工作时间
- 处理时间
- 转移
- 平均应答速度
- 放弃呼叫
手机版提供即时访问多个各级组织联络中心指标和关键绩效指标。超过35种独特的指标,可满足不同用户群体的特定需求,从C级管理人员到指挥中心人员。
业务,呼叫中心和虚拟队列组线条是分层组织,提供观看的灵活性,以符合用户的喜好和需求。移动版显示有关业务,呼叫中心和虚拟队列组的这些线的活动和性能的详细信息。
在移动版的性能指标可以作为一个实时“快照”,作为一个摘要滚五分钟'现在'的时间间隔,最后30分钟,因为当天的总结。
武士血刃更新内容
提升体验,修复部分问题。
网友评论更多