User Profile Management
Managing user profiles correctly can greatly improve efficiency and productivity ensuring that agent time and strengths are used to maximum effect. Intelecom’s user friendly web interface makes it easy to add, delete or make changes to an agent profile.
For better performance tracking a supervisor can monitor agent activity through real-time and historical reports. In order to make these reports as accurate as possible, a supervisor can create different pause reasons for the agents. This enables the supervisor to always have full overview of how agent time is being spent.
Benefits of User Profile Management include:
- Easy updates to user profiles ensures correct real-time information for decision making regarding agent utilisation
- Different ‘pause’ reasons can be quickly created for agent monitoring
- Easy tracking of who is doing what and when, in real-time and historically
- Constant visibility of agent performance for training and mentoring purposes