Teleplex Features for Managers and Supervisors
As a Call Center manager or supervisor, your duties probably include some or all
of the following:
- Schedule agents.
- Assist agents in using the telephone and computer systems.
- Monitor calls to make sure that agents are saying the right things.
- Assist agents with tough questions or troublesome callers.
- Print daily / weekly / monthly reports.
- Train new agents, and register them in the system.
- Review call recordings for quality assurance checks.
This page introduces some of the tools provided with Teleplex to help you do your
job.
Real-time
Activity Display
Supervisors
generally run our real-time "viewer" application all the time. This
application displays all of the important details about what is happening such as:
As you Like It. The viewer
probably shows much more than you are interested in, so you will often want to apply
filters. For example, you might set up a filter to show only the
ACD(s) that your team is working on. You can also arrange the columns
in your favorite sequence, and you can set up highlighting so that, for
example, calls longer than ten minutes or agents in the Post Call state for longer
than three minutes are highlighted in red.
No Limits.
Unlike some other systems, the viewer is included with no usage restrictions, and
you are encouraged to install it on as many machines as you would like.
Wallboard.
The viewer includes a "wallboard" mode that allows you to show the ACD
or Campaign information of most interest to everyone on a large-screen display.
(Even the 19-inch displays that are so common these days are quite readable from
a distance, especially if you apply some highlighting.) With a glance at the
wallboard the boss immediately knows how many sales or contracts have been processed,
and agents can immediately see how busy the system is, how many calls are waiting,
and other information. Oh yes—the wallboard is a free feature.
Coach and Monitor Calls.
The viewer allows you to monitor and coach agents with a simple mouse click.
For example, you may have configured the viewer to highlight long calls in red,
and you want to find out what is going on. Just click on the agent, and select
monitor or coach. You can also initiate monitor or coach by dialing
an access number, but it is easier if you are already running the viewer.
Alert!
The viewer has an optional "alert" mode that supervisors are encouraged
to turn on. When an alert occurs it is displayed as a small balloon popup
on your desktop, and you can also open a window to show a list of recent alerts.
Alerts can be sent by e-mail, too—a feature frequently used by the IT staff.
A few examples of alerts are:
- An agent failed to take a call. This can happen if the agent left his or her
seat without setting the state to "Not Ready". The call was recovered
by Teleplex and put back into the ACD, but you should remind the agent to not do
this.
- A dialer campaign is getting low on numbers. You, or the IT staff should either
load some additional numbers, or prepare to wind down the campaign.
- There is some difficulty with the database server, or the database server is performing
slowly.
Some alerts are specifically for supervisors, while others are for the IT staff.
We hope that as a team everybody will keep an eye out for alerts so that operations
can proceed smoothly.
Odds
and Ends.
A Web-based application named "TPXSuper" can be used to perform an assortment
of other tasks including:
- Manage agent login accounts.
- Generate and print reports.
- Review and rank call recordings. Note that this feature also works over the
Internet, so if you are doing outsourcing work, your outsourcing customers can use
this feature, too.