The EPIC Agent
The EPICAgent is an application that provides the agent with several easily operated, timesaving capabilities and eliminates the need for costly smart phones. The EPICAgent's drag and drop toolbar provides the agent with a customized, easy-working interface. The toolbar is permanently located at the top of the agent's screen, enabling the agent access to the toolbar while viewing the CRM/Help Desk information.
The agent’s application is flexible and administrators can provide identical screen display for all agents. The toolbar can be customized in such a way that the icons of the most activated features sit in the most prominent positions. The agent can view several screens simultaneously such as the CRM/Help Desk application, Wall Board display (personal) etc.
Call Information Presented
The EPICAgent displays detailed call information. For example:
• Displays the status of the current call that the agent is handling
• Abandoned Calls; provides the agent with a list of abandoned calls in the system. The list is presented to agents according to their skills and level of preference
• Calls Status; presents information concerning calls currently being handled by the agent.
• Calls Log; provides the agent with a convenient way of accessing historical call information regarding calls they have serviced during their shift
ACD activities; presents the agent with information related to:
• ACD activities in the Call Center
• Call Results; displays the results of the calls serviced by the agent
• Agents can view a real-time list of calls in queue for their group. The agent can also choose which call to answer
The Agent Board
The following call information is presented:
• ANI
• DNIS
• Waiting time
• Priority
The EPICAgent also features:
• Dynamic Skills Update; which enables an agent to dynamically change their preference for handling specific skills
• A personal Wall Board displays group or personal messages from the supervisor in addition to presenting statistical information
• An easily accessible phone book
• Direct dialing button
Interaction with CRM / Help Desk Applications:
The EPICCenter features transparent information retrieval from CRM/Help Desk applications. The information can be relayed either to a group of agents or to individual agents. For example:
• Information regarding the call (accumulated during the routing and IVR) can be exported to an external application
• The CRM/Help Desk informs the system that the agent is ready to receive calls once the agent has completed the Wrap-Up
• Statistical reports featuring Wrap-Up codes can be generated and sorted according to calls received from the internet or telephone
• The agent can activate other call operations while browsing the customer’s information (CRM/Help Desk)
---------------------------------------------------------------------- [back to top]
