Publishing Options
As you work with Centergistic Solutions to determine the best set of Goal Achieving Metrics ™ to use in your center, you will also make the decision as to the best delivery method for those metrics. There are five basic ways your Goal Achieving Metrics can be published. In most cases, a combination of these methods will have the greatest impact.
AgentLink ® desktop metric ribbon
shows both individual metrics and team metrics at the desktop in the form of a color coded ribbon. It can be minimized to pop up only when a critical threshold has been exceeded. It can reside unobtrusively in the tray or at the bottom of the desktop screen. It includes a secure, password protected Instant Messaging feature for supervisors to communicate with agents without interrupting the flow of the call.
PowerUser ™ interactive desktop dashboard
Gives supervisors and managers top down visibility over groups, splits and individual agent states. Combine cumulative and historical information with fast breaking real time data and drill down for detail. Layouts can be created, stored and password protected.
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DashView ™ Multi-Media real time display
Offers the ultimate high impact visibility, by showing key metrics along with content from the internet, TV station or virtually any media, all sent to any industry standard LCD or plasma display. DashView shows the team as well as visitors to the center the latest metrics and latest happenings inside the center and all over the world.
PageBreak ™ wireless mobility
Gets supervisors out from behind their desks and onto the floor, by sending key Goal Achieving Metrics to wireless devices such as Blackberries or cell phones.
Crystal Report creation
Provides a daily, weekly, monthly summary report based on what you want to show, not canned reports designed by your ACD vendor. These reports can be viewed 24/7 over the internet, e-mailed, or incorporated into a supervisor PowerUser.