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The VPManager, is a Windows(tm) software intended to manage contact center's agents with Voicer Phone.
It is possible to see all agent states (on hook, off hook, pause,etc. ) and organize them in the computer screen as the “physical layout” in contact center is.
The supervisor can have all these agent's information:
- on hook, off hook
- Recording or not
- Call duration
- Idleness time
- Agent log state
- Number of calls per agent
- long call duration alarm
- long idleness alarm
The screen layout are completely configured, being able to change color, size, position, item to show, etc...
Moreover, it’s also possible:
- Remote configuration of the agent's Voicer Phone
- To start or stop to record without agent perceives.
- To send messages for stations.
The system also has diverse types of report, and makes possible to control issues such as:
- The configurations of each Station/User/Group.
- The Login of the users’ permanence, where is the user logged.
- Calls that Station/User/Group is effecting and receiving.
- Date, hour, number and duration of these calls.
- Station/User/Group more and less active.
- Station/User/Group more and less idle.
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