Agent Scheduling and Quality Assurance

UNIVERGE BLUE ENGAGE Contact Center (CCaaS)

Agent Scheduling and Quality Assurance

Running a contact center isn’t always easy. Managers must not only ensure that agent staffing, and schedule adherence are sufficient to handle peak volume, but also ensure the quality of the service they deliver. UNIVERGE BLUE ENGAGE Contact Center solution will provide your staff with the tools they need to meet—and exceed—your customer interaction objectives. From scheduling and monitoring to quality scoring and coaching, UNIVERGE BLUE ENGAGE offers a suite of built-in tools to evaluate and help improve agent performance:

Built-in Schedule Manager

• Integrate agent schedules and breaks
• Manage events, vacations, and shift trades
• Monitor schedule adherence in real-time
• Generate reports to track conformance
• Possibility to integrate with advanced forecasting solutions

Integrated Quality Assurance and monitoring tools

• Call recording and Screen recording capabilities
• Live monitor, whisper, barge-in features
• View agent chat logs
• Integration of custom evaluation grids
• Agent evaluation notifications for coaching

Reporting and performance analysis features

• Real-time display with threshold alerts
• Real-time dashboards
• Detailed queue & agent statistics
• Scheduled reports
• Customized contact center reports