Whether you need to manage a large workforce or check on a single agent to review compliance after a coaching session, TouchCommerce Workforce tools deliver the power, flexibility, and speed needed to accomplish your goals.
To properly manage the simultaneous nature of chat interactions – as opposed to the linear, sequential nature of phone calls – these proprietary TouchCommerce tools allow effective, efficient monitoring and interface with an online engagement workforce.
While Portal offers a dizzying array of dimensions and metrics designed to present a full view into all historical
data, Supervisor Console
delivers a flexible, powerful, and multi-level view into real time
metrics and live
Supervisor Console offers views into TouchCommerce intelligent queuing, along with enhanced real-time views of current chats, agents, business rules, and web pages. Each of these views can be sorted, reordered, and filtered to create the precise view you need at any given moment.
Many metrics including chat duration, average response times, available/busy time in state, and the number of chats being handled are at your fingertips.
Effective Team Communication.
This powerful tool also offers configurable, bidirectional instant messaging that allows team leaders, managers, and workforce management teams to interact directly with agents on the front lines when necessary.
A full range of configurable threshold alerts provide your workforce management team (and team leaders) with easily recognizable visual cues that allow rapid response to changing situations, including those in need of immediate attention.
All of this can be seen while reviewing up to ten chats simultaneously… in real time.