The SoftAgent application combines Active Directory and Genesys security controls to constrain access and agent group visibility to the monitor.
It also supports a load-balanced active-active highavailability model. The SoftAgent application supports Genesys and Active Directory login authentication, and is configurable via Genesys Administrator/CME. The design of the phone application accommodates use of all the standard phone features and allocated buttons, and blends with other service applications enabled on the phone. Labels on the phone soft buttons are configurable in text and position. When setting not ready, reason codes can be selected to more effectively communicate the state. The SoftAgent application for Cisco allows web-enabled Cisco IP phone users to log in, go ready, not ready, set after call work (ACW) or log out from their phone using soft buttons on the phone display. The SoftAgent application provides an alternative way to manage agent state when available workstation software doesn’t provide similar capabilities, isn’t accessible or when agents have a preference for working only with the phone interface. Supervisors and team leaders can also take advantage of an optional activity monitor user interface to gain broader visibility of their respective team’s status, and manage availability of their team members. The Genesys SoftAgent application supports your need for agent availability by providing agent state controls on alternate devices such as desk phones or vendor equivalent software phones.
0 kommentar(er)
