Workforce Optimization Solution Gives Contact Center Agents Their Own View into the Quality Improvement Process

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Coordinated Systems Inc.'s Virtual Observer Agent Portal now available to provide agents with the ability to view peer statistics, play back their own calls, respond to evaluations and more.

Empower your contact center agents by bringing them into the call monitoring process

Virtual Observer Agent Portal Dashboard

We think enterprise contact centers will embrace this technology to create excitement within their agent groups.

The idea for the Agent Portal concept got it’s start with “VO Live,” the innovative agent assistance tool which allows supervisors the ability to view agent desktops live in real time, also enabling them to click on a thumbnail screen to enlarge it, initiate a chat to ask if an agent needs help, or to even take control of the desktop if the situation warrants it, such as when an agent is stumbling through their applications while handling a call. Inversely, with Agent Portal, the agents are empowered to request assistance from their supervisors, or when permitted, their peers.

Agent Portal was developed with the intention of closing the loop in the quality monitoring process. By involving the agent and providing them access to Virtual Observer, the thought was agents would then gain a sense of ownership. The agents will now have access to respond to their evaluations, view peer statistics, to play back their own calls, create their own reporting dashboards and much more. Agent Portal removes the perception of big brother from the quality monitoring concept, and gives the agents control of their own destinies.

Agent Portal picks up the functionalities which exist in Virtual Observer’s E-learning services, including the ability to have training material assigned to an agent based on their scoring results. Agent Portal boosts this feature by adding task completion notices for the agents, which are viewable by the supervisor in Virtual Observer.

The newest feature in the Agent Portal suite is Chatterbox, a chat-like service which enables one-to-one or one-to-many discussions. Users need to have the proper permissions to initiate a chat. Agents or Supervisors can also save groups for easy access. Knowledge sharing is one of the biggest benefits inherent in Chatterbox. Users can ask questions, share tips and save messages to their “Scratch Pad,” a note-saving feature in Agent Portal.

“We’re so jazzed to bring these additional capabilities to our customers. We think enterprise contact centers will embrace this technology to create excitement within their agent groups. The excitement will help translate the usual call monitoring process to greater employee productivity gains. We have more enhancements forthcoming in 2012 for Agent Portal which will only increase the value inherent in this feature suite,” said Rich Marcia, Director of Marketing for CSI.

Users can also now personalize their Virtual Observer profile by adding their picture or by choosing the layout theme of their choice for the application. By adding a bit of personality, we have deliberately humanized the process of automating the quality initiative, giving users a sense of ownership in their own development progress.

Virtual Observer Agent Portal is also deeply entwined in Virtual Observer’s web interface, giving agents with proper authentication the ability to log in from their web browser and utilize the call monitoring solution.

About CSI
Coordinated Systems, Inc., (CSI) established in 1972, has thrived on building high-quality, long-term relationships with customers and partners. CSI’s flagship product, Virtual Observer (VO), is a call recording and workforce optimization solution for contact centers. VO supports Avaya, Cisco, NEC, Mitel, ShoreTel and many other leading phone systems. VO's recording methodologies include selective recording for quality and training and 100% call logging for compliance, liability or verification recording. VO provides an extremely high value to price and tremendous customer satisfaction. For more information on call recording and quality monitoring, visit

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Rich Marcia
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