Business Services Industry
Artisoft introduces TeleVantage Call Center Scoreboard. (Agent Productivity Tools).(Brief Article)
Customer Interface, May, 2002
Artisoft Inc. has expanded its TeleVantage product line, releasing TeleVantage Call Center Scoreboard. TeleVantage Call Center Scoreboard monitors call center queue and agent performance through PC, phone, wallboard, or visual or audible statistic-based alarms and notifications.
The Scoreboard can be programmed to trigger alarms when thresholds are exceeded. Alarms can be configured to send voice mails, e-mails, play custom sounds, change the color of individual statistics, or even send pages. The product displays the state of agent activity and shows when an agent's time in a particular state (e.g. on an inbound call or unavailable) exceeds preset thresholds. Scoreboard can also maintain one or more custom on-screen windows to monitor specific statistics...
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