One-stop administration interface to reskill UCCX agents, manage teams, contact service queues (CSQs), scripts. Add contact center shift openings, public holidays and exceptional closures on the calendar. Create dynamic IVR announcements for sudden/planned events.
Team Administration & Reskilling for CCX
A drag n drop administration interface for UCCX supervisors for reskilling agents and managing changes to team CSQs in near real time.
Agent Profiles with a profile picture help supervisors in quick identification of team agents for changing agent skills, competence level, agent group and the like. Manage team-based configurations with supervisor workspaces.
Announcements & Business Calendars
Enable your contact center managers/ supervisors to quickly add IVR announcements, for instance, to manage planned/unplanned outages. Define regular opening and closing hours, exceptional hours, and insert public holidays on the calendar.