Delivering Call Center Stats Directly to Your Agents
Your agents will always be in-the-know with Inova Desktop Presenter™ delivering real-time call center stats, alerts and messages to flexible desktop clients. This product is perfect for call centers where wallboards or other group-oriented displays are impractical or undesired.
Inova Desktop Presenter gives agents a sense of the real-time environment in which they work — keeping them informed, focusing their efforts and guiding their actions to meet and maintain performance goals.
Inova Desktop Presenter displays call center stats in a variety of formats designed to promote quick comprehension, including:
Tables
Charts & Graphs
Message Marquees
Virtual Wallboards
Adding Value and Driving Action
Inova Desktop Presenter follows user-defined business rules to visually alert people to important changes and adherence issues. Instant notification through color changes, threshold driven messages and screen pops prompts immediate action, while the continuous feed of real-time call center stats guides decisions. This combination of greater responsiveness and better decisions translates to increased productivity.
Inova Desktop Presenter is easy to deploy, and is fully configurable with supervisory control over the content, size, location and appearance of each desktop client. Directed broadcast and multicast technologies are employed for efficient network use. Inova Desktop Presenter encompasses three applications (described below) that are available individually or in bundles.
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A virtual wallboard for the desktop, MessageLink mirrors the content of a physical LED wallboard — including font effects, graphics and animations. It is a perfect complement for call centers where physical wallboards are used, but line-of-sight for some agents is limited or obstructed.
DataLink displays real-time call center stats in a color-coded grid, animated chart or histogram. It responds to user-based thresholds, visually alerting agents to changing call center conditions. It makes a perfect transfer queue "traffic light" for agents (green = transfer, yellow = caution, red = do not transfer), and is a valuable management tool allowing quick side-by-side comparisons of multiple data sets.
TaskLink provides a ticker-style presentation of key call center stats in a Windows desktop taskbar. Its compact size and integration directly into the taskbar allow agents to receive important data and announcements without disturbing other active applications or affecting agent availability.