The Agent Productivity Suite consists of desktop applications that optimize call center operations by providing tools for agents and supervisors. AgentStats, AWOL, Message Marquee and their companion supervisor applications provide the tools to help you manage your call center effectively and efficiently.

Agent Stats.   This application enables the agent to gain real-time statistics on their performance versus stated agent/organizational objectives. It assists agents in managing their time and improves agent productivity. Agents no longer have to find out from their supervisor how they are doing - they have the information displayed right on their computer screen. AgentStats displays the following total time ACD statistics accumulated for the agent during the current shift period:

The Agent Stats display window is designed to take up as little space as possible on the agent's desktop. The normal view for Agent Stats displays a pie chart and a legend. Both the legend and the window's menu can be turned off and the Agent Stats display window can be reduced further in size and yet still remain effective.

Agent Stats

AWOL stands for Absent WithOut Logging-Out.   It establishes an enforced target for answering ACD calls within a specified number of rings. This improves customer service by ensuring a call will be answered by an agent and provides a positive means of tracking whether an agent missed a call or not. It also provides the convenience of logging the agent out to prevent additional calls being presented to the agent's station while at the same time providing a notice to the call center manager as well as the agent that a call was missed.

When calls are presented to an agent the application begins counting the ring-cyles (normally 2 secs on / 1 secs off) that occur before the call is answered. If the call is not answered within a pre-determined amount of time, the agent's ACD phone is either logged out or placed in a not ready state (this is customizable). When AWOL is triggered the agent is presented with the following dialog box:

AWOL dialog in Agent Stats

When an agent goes AWOL, the supervisor will see a status indicator appear next to the agent ID in Agent Statistics Supervisor. Double-clicking the agent's row in the list-view will display same dialog box that the agent sees.

Message Marquee.   Displays a message to the agent on the desktop computer. The message is displayed in a scrolling marquee along the bottom of the screen just above the Windows taskbar. Messages can be displayed in either a horizontal "marquee-style" or in a vertical "rolling credits" style. The Message Marquee mimics the functionality of a call center reader board at significantly less cost with the added convenience of having information on the desktop. Message Marquee can be customizable to make use of Real Time Data from Symposium Call Center Server to display vital information about the status of customers' calls and display important call center statistics on each agent's PC monitor.

Message Marquee Sample Screen Capture

Message Marquee Full Screen View - Message Marquee At Bottom Of Screen Just Above The Taskbar

Agents no longer have to stand-up or look-up from their desktop to view call center information. Information presented on Marquee can be tailored to the requirements of specific groups or skillsets in the call center and changed in realtime as necessary by the supervisor.

List Manager.   Provides supervisors with an easy to use interface for administering AgentStats and Marquee Groups. Specifically, it provides administration for lists of agents within the call center and to maintain lists of agent statistics groups and marquee groups. It allows for the listing of all agents within the call center by agent ID, agent name, position ID and personal (or secondary DN). Agents are then grouped into Agent Statistics Groups and Marquee Groups.

List Manager has an explorer-style interface consisting of a tree-view on the left-hand side and a list-view on the right-hand side. Clicking on one of the three branches within the tree-view will display the corresponding list. The agent's list-view displays the following items for each agent: Agent ID, Agent Name, Position ID, Personal DN, Agent Statistics Group, five Marquee Groups, and Reset Hour, the hour of each day that the agent's statistics are to be reset by the server. The list-views for the Agent Statistics Groups and Marquee Groups display the server-assigned group ID and a descriptive name for the group.

Agent Statistics Supervisor.   This is the companion-monitoring tool for Agent Statistics. Its intent is to be used by supervisors to monitor the progress of their agents. The information displayed with Agent Statistics supervisor is similar to what the agent sees when viewing the Agent Statistics tool.

Each agent in the call center can be assigned to one Agent Statistics group. Supervisors can register with the Agent Statistics server to monitor cumulative data for all statistics groups in the call center, plus agent details for the one or more groups that they are responsible for. Information regarding the AWOL (Absent WithOut Logging-out) status of the agents is also displayed within the Agent Statistics Supervisor window.

Agent Statistics Supervisor

Marquee Manager.   Allows a call center supervisor to add, delete, and change messages, and to assign these messages to be sent to one or more specific groups of agents. Message groups are created and assigned to agents using List Manager. Marquee Manager is then used to add and maintain messages with the marquee groups.

Marquee Manager

Marquee Manager acts as a control panel for managing marquee messages. The user interface consists of toolbar (top), a marquee group list (left-hand side), a message dialog (right-hand side), and a scrolling marquee and status bar (bottom).