In high-performance call-center set up, with large and distributed agent groups, high situational awareness by agents is a must. It is also important to have "off band" live communication lines going from supervisor to agent and vice versa.
QueueMetrics addresses this need using a module called Agent Awareness (AGAW).
The Agent Awareness Extension lets your agents see the queue statistics and be informed in real-time about what’s going on and start chat sessions with their supervisors. It’s meant for large-scale distributed call centers where real-time awareness of goals and targets is needed.
It embeds into the Firefox or Chrome browser and does not disrupt the web-based CRM / form agents work on.
|Up to 2 agents||Free|
|Up to 10 agents||CHF 1000|
|Up to 20 agents||CHF 1800|
|Up to 50 agents||CHF 2500|
|Up to 100 agents||CHF 3500|
|Up to 200 agents||CHF 4500|
|Up to 400 agents||CHF 6500|
|Up to 9999 agents||CHF 9500|
* Prices in Swiss Francs (CHF).