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OMNINGAGE Connect - Happier Staff Better CX
Agent Desktop

SPEEDING UP THE MONA LISA

The cost of a call is directly related to how long agents spend handling it. So, Average Handling Time (AHT) is the KPI that contact

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Supervisor Connect Full Features

Categories Features
Dashboards & Gadgets
  • Topicalization Widget
  • SLA Widget
  • Team Performance Widget
  • Customer Sentiment Score
  • Queue Stats Widget
  • Monitoring
  • Live Team State Monitoring
  • Live Listen
  • Live Queue Monitoring
  • Agent State History
  • Interactions Explorer
  • State Changes with reason codes
  • Wrap-up codes
  • Customer Context
  • Omni-channel Interactions Explorer
  • Extensive Search Parameters
  • Call Search and Replay
  • Call Download
  • Media Player
  • Reports
  • Agent State History Report
  • Queue History Report
  • *More Historical reports will be added in next release

    Agent Connect Full Features

    Categories Features
    Dashboards & Gadgets
  • Customer Sentiment Score
  • Recent Activities
  • Time spent in states
  • Call Controls
  • Answer
  • Dial
  • Hold
  • Mute
  • Consult Transfer
  • Blind Transfer
  • Conference
  • Call Swap
  • Reason and Wrap-up Codes
  • State Changes with reason codes
  • Wrap-up codes
  • Customer Context
  • Call Data Presentation
  • Customer Details via CRM integration
  • Customer Journey Analyser
  • Customer Interaction History
  • Inbound and Outbound Calls
  • Chat Routing
  • SMS and Whatsapp Routing
  • Voice of Customer
  • Customer Feedback Score
  • Agent Connect Full Features

    Categories Features
    Dashboards & Gadgets
  • Customer Sentiment Score
  • Recent Activities
  • Time spent in states
  • Call Controls
  • Answer
  • Dial
  • Hold
  • Mute
  • Consult Transfer
  • Blind Transfer
  • Conference
  • Call Swap
  • Reason and Wrap-up Codes
  • State Changes with reason codes
  • Wrap-up codes
  • Customer Context
  • Call Data Presentation
  • Customer Details via CRM integration
  • Customer Journey Analyser
  • Customer Interaction History
  • Inbound and Outbound Calls
  • Chat Routing
  • SMS and Whatsapp Routing
  • Voice of Customer
  • Customer Feedback Score