Effectively Track All Agent Activity

Syntellect CIM Task allows you to prioritize and manage any asynchronous interactions (task activities, offline work, document management, etc.) that may be of business importance to you in your contact center. For example, a task may be created for an agent to start a CRM application, such as Computer Associates, J.D. Edwards, Kana, Onyx, PeopleSoft, Remedy, SAP or Siebel.

Another possible use is to create a task for training purposes. For instance, a difficult email interaction may have been well handled by an agent. As a result, a task may be created to bring up that interaction through the Syntellect CIM Task Interaction Vault, Syntellect CIM’s dynamic data storage tool that archives contact center interactions of all media types in a single storage and retrieval source. This interaction can then be used in an agent’s training class for other agents as an example of how to properly handle an email interaction.

Another use for Syntellect CIM Task is for performing internal contact center work, such as scheduling a meeting, attending a training session, or completing a daily time report. These types of task interactions can serve as a reminder of things to be done and the time spent performing these tasks can be tracked.

Key Syntellect CIM Task Capabilities

• Keep tasks visible in the interaction queue
• Launch an external application
• Employ Syntellect CIM reporting features for off-line interactions
• Apply escalation rules to off-line tasks

Visit the Contact Center Resources section to discover more about Syntellect's interaction management solutions, whitepapers, case studies, articles and other information about the contact center industry.

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