Supervisor

Delta On-Call Management tools empower supervisors of distributed contact centers and home-based agents with an ability to assign responsibilities, dynamically manage traffic and oversee results. Agents can be created with an associated profile defining facilities, applications, and queue with skills assignments. Agents can be delegated to one or more groups and managed individually or at the group level.   Additional features include the display of agent logon status and real-time observation. Features and benefits include:

• Multi-Level Management – Tiered assignments make it easy to delegate management responsibility. Supervisors can be assigned to overseeing many contact centers and home agents or limited to focusing on a small group of agents. Password protection and other measures ensure security with an ability to audit access and action taken.
• Group Assignments – Manage agent pools by grouping according to geography, skills, queue assignments and many other properties.  A graphical drag and drop interface makes it easy to assign roles and execute changes.
• Call Management – Supervisors can assign call types to groups of agents for skills-based routing. Priorities can also be assigned to manage queues with intelligence. Multiple call types can be grouped to facilitate assignments across multiple groups and contact centers. Supervisors can also specify maximum queue size for each agent pool, and specify pre-queue and in-queue announcements.
• Observation – Allows a supervisor (or user with the appropriate permissions) to observe an agent as they work. The agent’s screen is replicated on the Supervisor’s Workstation. The Supervisor is also able to listen into the call, and is also able to break into a call and take over. Observation can either be covert or overt in operation, depending on preferences and regulations.
•  Call Recording – Recording can be triggered on a range of criteria including Call Type, Agent Group, Time of Day and Digit Table routing parameters. On-Call also provides integrated management reporting to rapidly locate calls using a range of complex input parameters including CLI/ANI, CPN/DNIS, Time Period, Agent/Group, and Workstation/Group. Once a call is located, each connection leg is displayed, and additionally a hyperlink can be clicked on to automatically play the WAV file.
• Work Force Management – Integration to popular WFM systems such as Aspect TCS, Blue Pumpkin (Verint), Performix (Nice), and Teleopti provide supervisors with additional tools for managing agent performance. On-Call automatically feeds call handling and readiness statistics to WFM systems for accuracy and efficiency.