AGENT PORTAL APPLICATION : The performance optimization solution for call center agents.
The APA complements your telephony without replacing it. While using APA, you can keep using the same functions on your phone as before. You now have two ways of calling, answering, transfering, etc.
To view activity on the queues and log into or out of queues:
Status: the compliance satus of the queue according to System Level Agreement (SLA) as set up in ScopTel IPBX. You can quickly see if a queue’s service level is low and requires intervention.
Queue Name: the tenant and queue name
AVG wait: the average waiting time of callers before their call is answered
Waiting: the number of current callers waiting on the queue
Abandon Rate: the ration of abandonned calls. A high ration usually indicates that callers are spending too much time waiting to be answered
APA displays two global numbers:
AWT: the Average caller Wait Time on all queues
Waiting: the total number of caller waiting on all queues
There are two preferences that you can access:
Theme: to set the background theme to either dark or light (default)
Display: to set which screen will display the app if you have multiple displays
Language: currently English and French are supported
If your computer is connected to a Kuando Busylight, it will display the following light signals:
green: available to receive calls
red (pulsing): line is busy
blue: incoming call
yellow: away (agent is on pause)
The call center supervision tool.