novomind iAGENT uses the Call Connector App to route incoming calls to available agents.
The skills (skill-based routing) and workload of the agents are taken into account. In addition, novomind iAGENT attempts to route callers to agents with whom they have already had contact (privileged routing) to provide a more personalized service. The agents selected by the routing process can answer the calls via the novomind iAGENT Desk interface and log important information in so called “phone tickets” during and after the call.
The supervisor gains insight into the call backlog as well as extensive monitoring and reporting functions that provide detailed information on call activities. The data can then be evaluated for strategic decisions or used for real-time monitoring of the service level.
Furthermore, agents’ access to any call recordings can be controlled. Access restrictions ensure a high level of data protection and, depending on the configuration, the recordings can be searched, played back, and downloaded in the detailed search function of novomind iAGENT Desk for agents in the browser.
In addition to general approval, it is also possible to restrict agents’ access to call recordings so that they can only view recordings of calls or parts of calls (in the case of forwarded calls) in which they themselves were involved.
To do this, select the “Qwn recordings only” setting in the drop-down menu under “Visibility privilege for agents” in the configuration of the telephone system instance.
Automated call recordings and manually started recordings are listed clearly and separately from each other.
The recording is played back directly in the browser and no additional player is required.
Call recordings are useful, for example, to support agent coaching or when you need to meet your documentation obligations.
Redialer detection can also be configured in the Call Connector app. For this purpose, the number of calls from an identical phone number within a configurable period of time in minutes is defined, after which a call is evaluated as a redialer by novomind iAGENT.
The display of Silent Monitoring for the agent can also be activated or deactivated here. This means that the agent is notified in the novomind iAGENT Desk graphical interface via a banner notification that the current call is being listened to by a supervisor. The configuration can be made per user, category, client and globally (priority decreasing). The banner is hidden when Silent Monitoring is ended.