Management Tools
You'll easily manage your Echopass services through a robust set of tools that provide real-time visibility into agents, agent groups and contact center operations. This includes local, remote, and multi-site virtual contact centers.
Administrators
A single-point toolset to:
- Configure new users
- Adjust skill and application assignments
- Manage multiple contact centers
Managers and supervisors
- A toolbar to launch Echopass services
- Real-time reporting and visibility into queue statistics and service levels
- Comprehensive historical reporting for accurate system data
- Ability to post reports to a secure web site for access from any location
Agents
- An agent desktop softphone that recognizes, displays, and directs all inbound and outbound communications
- A standard response library for email and web chat sessions
- Scripts to prompts agents through inbound and outbound calls
