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Agent, Supervisor and Administrative Interfaces

What is the Echopass agent interface?

The Echopass agent environment typically consists of EchoContact, our easy to use soft phone which is a small, multi-media desktop application with voice quality backed by an IP or SIP enabled telephone. EchoContact was specifically designed by Echopass to enhance agent productivity with an industry leading interface that provides multi-media functionality, greater agent visibility to data on an incoming media interaction, and built-in customizable agent state tracking.

EchoContact provides context specific on screen agent controls for multi-media interaction handling including hold, conference, transfer, state change, call initiation (including speed dial capabilities), voice mail access, call disposition and log in/out capabilities for all media. EchoContact also enables a screen-pop of caller information to be presented to the agent just prior to the call being connected to the agent.

What is the Echopass supervisor interface?

The supervisor interface (EchoSystem Manager) is browser-based and used to gain visibility over the entire system at all times from an network connected PC, laptop, or tablet device (i.e. iPad) from anywhere in the world.  EchoSystem Manager also includes applications for simplified provisioning and administering of multiple Echopass applications. In a single EchoSystem Manager dashboard, administrators can define agents and skill groups, establish workgroups, make configuration changes, modify routing strategies, view real-time and historical reports and access the Echopass support portal.

For real-time monitoring and analytics, Echopass developed EchoPulse as the primary tool for supervisors to provide a centralized, real-time reporting environment. Supervisors use EchoPulse to view and create custom graphical views of the complete contact center environment, their teams and agent performance across all media channels.

EchoInSite is an additional comprehensive management application across the entire agent population that aggregates agent performance with network and routing statistics into a holistic, single, worldwide managerial view of the contact center.  This capability enables managers to improve the speed and effectiveness of managing complex contact centers with multiple locations and large agent populations. Integrating EchoInsite with mobile devices(such as the Apple IPad) further extends the Echopass management application toolset for mobile users.

For historic reporting analytics, Echopass developed EchoReports, an application offering with a wide range of predefined reports, plus the capabilities to create virtually unlimited custom reports based upon supervisory requirements via the Echopass Report Builder tool. Report Builder was developed to be easy to use and make report building accessible to business analysts. Report Builder is based on familiar Microsoft Reporting Services. Thus, supervisors can quickly create custom reports by dragging and dropping the desired data elements into a report template. EchoReports support multiple output formats and provide scheduling functionality so reports can be run and distributed on predefined schedules.