eOn adds features to eQueue Multi-Media. (New Products).eOn Communications Corporation, a provider of unified voice, e-mail and Web-based communications systems In telecommunication, a communications system is a collection of individual communications networks, transmission systems, relay stations, tributary stations, and data terminal equipment (DTE) usually capable of interconnection and interoperation to form an integrated whole. and software, recently introduced its new eOn Agent WorkSpace, as well as its eOn Supervisor WorkSpace, for the eQueue Multi-Media Contact Center Solution. eOn's Agent Workspace, a Java-based client application, was designed to provide all the productivity tools needed in a contact center through an intuitive graphical user interface graphical user interface (GUI)
Computer display format that allows the user to select commands, call up files, start programs, and do other routine tasks by using a mouse to point to pictorial symbols (icons) or lists of menu choices on the screen as opposed to having to , helping enable contact center agents to move efficiently between multiple customer interactions. Agents also have the ability to handle multiple interactions simultaneously, such as multiple e-mails or Web chat sessions, Each customer interaction is displayed as an icon on the toolbar A row or column of on-screen buttons used to activate functions in the application. Many toolbars are customizable, letting you add and delete buttons as required. Toolbars may be fixed in position or may float, which means they can be dragged to a more convenient location in the , complete with unique identifiers With reference to a given (possibly implicit) set of objects, a unique identifier is any identifier which is guaranteed to be unique among all identifiers used for those objects and for a specific purpose. and visual alerts. Agent WorkSpace also delivers archiving capabilities that provide agents easier access to the customer's contact history. Agents can view data from all interactions that have occurred with a particular customer and follow the customer interac tion through resolution, whether transferred, put on hold or placed in a follow-up follow-up,
n the process of monitoring the progress of a patient after a period of active treatment.
follow-up plan status. A knowledge base of suggested responses is also provided to each agent. Based on routing logic, the agent is presented with a knowledge base to assist with each interaction. With Agent WorkSpace, contact centers can increase productivity and improve customer satisfaction, while achieving an improved rate of first contact resolution, regardless of the media channels the customer has chosen to use, eOn's Supervisor WorkSpace, the management and reporting tool for the eQueue solution, helps provide contact center managers with a flexible set of monitoring, reporting and administrative capabilities necessary to ensure all forms of customer contacts are managed efficiently and at high service levels. With its package of standard reports, Supervisor WorkSpace can allow contact center managers to better track agent performance and customer activity. Supervisor WorkSpace also provides real-time 1. real-time - Describes an application which requires a program to respond to stimuli within some small upper limit of response time (typically milli- or microseconds). Process control at a chemical plant is the classic example. management displays and alerts, and can be configured con·fig·ure
tr.v. con·fig·ured, con·fig·ur·ing, con·fig·ures
To design, arrange, set up, or shape with a view to specific applications or uses: for identification of customer contact patterns and trends.