|
call center management
OnState has partnered with XCheck to provide a suite of messaging, media file management, and collaboration features for the OnState CallCenter. Built atop the leading open-source messaging and collaboration server, XCheck provides for a variety of call center management tools.
Features of the XCheck Quality Assurance Module include:
- 100% Call and Chat Logging
- Secure, hosted storage
- Online browser access
- Rich indexing and tagging for rapid search and retrieval
- Call and Chat Evaluation Forms and Editor
- Evaluation workflow processing
- Embedded Wiki for training materials and procedures
- Agent Assessment and Performance Evaluation
|
Features of the XCheck Scheduling Module include:
- Distribution of agent schedules via group calendaring
- Internal messaging and/or email notification of schedule changes
- Scheduling and tracking of all off-phone time - training, 1:1, other work types, etc.
- Time clock for tracking start and stop work and non-ACD work times.
- Simple or Sophisticated - utilize your own methods for determining staffing requirements and utilize XCheck for rostering and adherence, or take advantage of the XCheck, multi-skill, multi-media forecasting and scheduling engine.
- Supports scheduling for both chat and calls.
|
| |  |
|
