This module provides a way for managers to directly display Realtime statistics on their agents’ desktops. Desktop Values has display widgets that managers can assign to an agent’s desktop so that the agent remains accountable for their work statistics. By doing this, managers and agents get to be transparent with one another in their communication.
Account Codes gives you a way to track the different reasons one might have for making or receiving an inbound, outbound, or internal call. You can also customize the different reasons you want to account for with every inbound, outbound, or internal call.
Managers can monitor their agents’ activity with Reason Codes. This feature allows agents to notify their manager why they are not currently available or at their desk for a call. You can customize the reasons agents give for their absence and report on which reason codes are being used the most. Some of these reasons could be going to the bathroom, getting a drink, and taking lunch.
Updated about 2 years ago