Posts Tagged ‘web portal’

Skillgroups, Agent Workplace, Resources — All is interconnected

Are contact center agents generally skilled people? I guess so, that’s why you assign them to skill groups. Ideally, agents are multi-skilled so they can handle several skill-groups. The contact center technology they’re using should reflect this. So when an incoming call hits a skill group, the call goes to an available agent who must be signed in to this group. This is the first point: it must be possible for an agent to sign in to several skill groups simultaneously.

Next, these groups have to be aligned, i.e. an agent who is on the phone with a caller to one skill group has to be busy and unavailable to the other groups he’s signed in.
Of course the tasks for each skill group have different demands. The Agent Workplace should reflect this. Only the features the agent needs should be displayed. Is it a skill group for non-voice activities? Then the e-mail client or the social media channels should be open. Is this a skill group where payments are done over the phone? Then the agent should have the button to send the caller to the mid-call subroutine where he/ she can enter the payment card details without the agent listening.
All these properties have to be managed somewhere. Our effECTive® Network-Based Contact Center suite has one central web portal over which gives access to all parts of the contact center depending on user rights.
There the manager assigns agents to skill groups, activates certain features in the Agent Workplace and also manages all the resources like the prompts. Thus, the central web portal is the basis of the contact center at least in terms of user interfaces. Agents use it to sign in to the workplace. To a certain extend you can even use it to administer third party applications like a CRM.
All you need to access this web portal and all the functionalities it offers is a browser and internet access. It’s the right technology that makes the lives of contact center staff easier. If you’d like to see how it works, please feel free to contact me.

Contact Center Resources

In a contact center you need lots of things predefined and ready if you want to do a change in a routing tree. You need prompts, origin lists, suffix lists, SMS templates, SOAP requests and so on. We call them Resources.

In the effECTive® Web Portal we have one central location where you can manage all your contact center resources. Obviously you’ll find them under the tab “Resources”. The idea of a central location was to make the resources available for all your routings. Say you need to change a TTS prompt, then you enter the new text in the web portal under the proper resource. You save it and the change in the prompt becomes active in all routings you’re using this prompt.

You create or change a VoiceXML the very same way. We have a VoiceXML editor in the web portal, when you change code in an existing VXML icon, it will be valid for the icon regardless in which routing you’re using it. You may wonder where the calls end up that your agents record. Guess what, you find them in the resources. And since they are part of the web portal you can change and manage your resources from wherever you want. All you need is a browser and internet access.

So does your contact center have resources?