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Agent Performance Dashboard Gadget

Performance and progress move parallelly but requires regular tracking and analysis. Agent Performance Dashboard Gadget keeps the agents informed about their KPIs, analyze call handle time, call volume, and more in comparison to other agents. This call center dashboard is a self-driver that measures efforts in real-time and motivate agents to do better. A supervisor can easily get a track of who is doing what with a screen single screen view.

Agent-Performance-Dashboard-Gadget

Ticketing Gadget

It is a centralized system that manages ticketing activities with SLA engine, Multi-level assignment, advanced reporting and more. This Cisco call center gadget allows agents to create a new ticket, view existing, assign, categorize, close ticket and more. Cisco Finesse ticketing gadget simplifies request management with all details clearly stored in the system along with status. So, agents can access to the required information at their fingertips and create a satisfying customer experience.

Ticketing Gadget

Customer Management Gadget

This mini-CRM gadget enables agents to manage customer journey effectively providing a quick and quality service to the customer. This easy to use Cisco finesse gadget pulls and stores customer information even before an agent answers a call. This adds personalization to customer experience with the business as all the relevant customer-related information can be viewed on a single screen. Now agents can address customers with their first name without switching to multiple screens.

Customer Management Gadget

Knowledge Base Gadget

Correct and appropriate business process information needs to be at the fingertips of the agents. Knowledgebase gadget is a universe of information required by agents to guide themselves and the customer. They can seek instant guidance on the processes and products offered by the business vertical. This Cisco finesse gadget empowers agents to offer correct information to the customer on-call or share the required document instantly thereby lowering Average Handle Time (AHT).

Knowledge Base Gadget

Agent to Agent/Supervisor Chat & Broadcast Gadget

Transfer of information should be clear and quick among agents and supervisors at a contact center. This Cisco Finesse chat gadget allows inter-agent or agent-supervisor chats. It improves the efficiency of agents as they can receive assistance and information in real-time from fellow agents and supervisors. Information or messages can even be broadcasted for all agents.

Agent to Agent Chat & Broadcast Gadget

Agent Personal Phonebook Gadget

Inter-team communication has an essential role in creating an excellent agent and customer experience. Agent personal phonebook gadget contains internal contact details of other agents, department heads and more. This helps the agent in transferring the call to the concerned person in getting guidance when required. This Cisco gadget allows us to modify the contact list, change phonebook sharing rights, export contact and more.

Agent Personal Phonebook Gadget

Agent Scripting Gadget

Agent scripting tool enables agents to handle large call volumes efficiently. This gadget allows creating a series of dynamic guided scripts informing the agent on what next best action is required to handle the call. It largely saves training time, thereby enabling a 15 days old agent to handle calls like a pro. This Cisco finesse gadget is developed to offer consistent customer experience with all agents delivering a high level of engagement while adhering to the legal compliance.

Agent Scripting Gadget

Call Disposition Gadget

Call disposition or wrap-up is an essential task that the agent needs to complete efficiently. Call disposition gadget is developed to save an agent’s time lost in manually entering the call information on call disconnect/completion. This finesse gadget automatically processes the information and performs the required tasks for an agent to quickly take up the next call and handle large call volume with ease. This automated process will reduce manual errors as well.

Call Disposition Gadgets

Pre-Built Gadgets

Agent Performance Dashboard Gadget

Ticketing Gadget

Customer Management Gadget

Knowledge Base Gadget

broadcast

Agent to Agent/Supervisor Chat & Broadcast Gadget

Agent Personal Phonebook Gadget

agent-scripting

Agent Scripting Gadget

Call Disposition Gadget

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