To provide a closed loop quality monitoring process and give contact center agents a sense of ownership, Coordinated System has developed a Virtual Observer Agent Portal. Using the portal, agents can view peer statistics, play back their own calls, respond to evaluations and create their own reporting dashboards.
Agent Portal eliminates the perception of big brother from the quality monitoring concept, and gives agents control over their performance and activities.
The concept of Agent Portal was initiated with “VO Live,” an agent assistance tool that allows supervisors the ability to view agent desktops live in real time. To complement that, with Agent Portal, agents are empowered to request assistance from their supervisors, or when permitted, their peers.
Agent Portal provides the functionalities existing in Virtual Observer’s e-learning services, including the ability to have training material assigned to an agent based on their scoring results. Agent Portal enhances this feature by providing task completion notifications for the agents, which can be viewed by the supervisor in Virtual Observer.
Chatterbox is the newest feature provided in the Agent Portal suite. It delivers a chat-like service that can be used for one-on-one of group discussions. Users with proper permissions are able to initiate a chat. Chat groups can be saved by the user to easily access them later.
Chatterbox users can also ask questions, share tips and save messages to their “Scratch Pad,” a note-saving feature in Agent Portal.
“We’re so jazzed to bring these additional capabilities to our customers. We think enterprise contact centers will embrace this technology to create excitement within their agent groups. The excitement will help translate the usual call monitoring process to greater employee productivity gains. We have more enhancements forthcoming in 2012 for Agent Portal which will only increase the value inherent in this feature suite,” said Rich Marcia, director of Marketing for CSI, said in a statement.
The service gives users the ability to personalize their Virtual Observer profile as well, by adding their picture or choosing the layout theme of their choice for the application. Virtual Observer Agent Portal is also deeply connected with Virtual Observer’s Web interface, allowing agents to log into the tool from their Web browser.