Amazon Connect Agent Experiences Portal
Agent Console for faster contact handling and campaigns
Universal Agent Portal for agent webphone, campaigns, real-time queue and agent activities, integrated CRM and omnichannel features for a great experience.
As a service or in your own private cloud
Calling Contacts from Browser
Agent experience with access to internal and external contacts
Amazon Agent Console helps agents to login, make and receive calls from the web browser as well as access to internal and external contacts and call them directly. They can handle incoming calls, get CRM screen-pop and select call result codes after each call.
Agents can also search and check the presence information of the internal contacts. They can then transfer calls to internal contacts if needed.
Real-Time Stats, Team and Queue Information
Real-Time Performance Data for Each Agent
Agents can monitor their goals, daily progress as well as queue activity, call logs and team members.
You can then drill down to the agents and the queues exceeded the threshold and analyze further quickly. Learn more.
Outbound Campaign Agent
Better campaign performance with automated or one-click manual calling, offer creation and real-time campaign performance.
Agent Experiences Portal offers a separate outbound campaign agent experience for agents running outbound campaigns. They can monitor campaign progress, make call to the next contact in one click and manage campaign offers for each call on the active call window.
If there is an existing dialer function, campaign agent can be part of it. Otherwise, you can create campaigns, dialing lists and offers to create your own dialer experience.
Agent Portal Features
Create agent experiences for various parts of the business with configurable web portal. Easy CRM integration with no additional CRM subscriptions.
Webphone on the Browser
Eliminate any Cisco Jabber or Cisco IP Phone with built-in webphone inside the browser. No installation or browser plugin required.
CRM Integration for Agents
Call CRM contacts from the web browser, create a task, automated call logging for Salesforce and Zendesk. Contact us for other CRM platforms.
Screen Recording
Eliminate recording plugins with built-in Screen Recorder for recording the entire screen activity with audio.
Omnichannel
Access to agent Webchat features, ability to send SMS, Email from your omnichannel provider
Outbound View
Separate layout for outbound agents for callbacks and campaigns. Works with or without any Dialer solution.
Agent Scorecards
Agents can access their daily, weekly, monthly performance reports created by Comstice Quartz Reporting
Team Calendar
Update availability in the Team Calendar for PTOs, review team availability and events for shift scheduling.
VDI Support
Agent can login to Comstice Portal via VDI and webphone from the local browser for the best quality audio.Learn more.
Solution Topology
Comstice Agent Portal communicates with Amazon Connect for the call control and real-time information. It also communicates with AWS Kinesis Service for the historical data and agent scorecards.
Agent Portal can also have a WebRTC Phone for internal communications and SIP network support.
Agent Portal can also communicate with third-party services and applications such as CRM and WFM for agent accessibility. Click here for detailed topology and architecture information.
| CallerID | Occurrences | |
|---|---|---|
| +18215551212 | 27 | |
| +17135551212 | 24 | |
| +14165551212 | 19 | |
| +12165551212 | 13 | |
| +15715551212 | 9 |
Repetitive Calls Analysis
analyze repeat callers to increase First Contact Resolution
Up to 30% of the customer service calls could be the repeat calls; customers calling multiple times in the last 7-10 days for the same issue. You can report and analyze these calls, visualise their customer journeys and find ways to minimize repeat callers. Using Repetitive Calls Analysis, you can report the repeat callers, see the charts about repeat calls per queue, daily repeat calls percentage and drill down to each call individually.
You can then listen to the audio conversations via your recording solution and offer new customer service features for those callers so they can resolve their issues online.
Customer Patience Analysis
Monitor customer patience for each queue and minimize abandoned calls
Customer Patience Analysis helps you to find the customer patience threshold before abandoning the call in the queue. You can report the number of abandoned calls in different bucket intervals and what percentage of the calls are lost end of each interval.
Customer Patience Analysis offers reports and charts so that you can list the patience index for each queue on different hours of the day and days of the week.
FAQ
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What is the license model for Comstice Quartz?
Quartz is built on a reported (named) agents license model. There is no restriction on number of concurrent users accessing the data.
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Do I need additional licenses on Avaya to use Comstice Quartz?
You will need RSM Multicast licenses for the real-time data if you are using Comstice Wallboard. There is no license needed for accessing Avaya AACC Intersystems Cache database for the reporting.
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Can we create our own Avaya reports?
You can use the Report Designer feature and create visual scorecards for the team performance and individual agent performance.
It is important to note that Comstice Quartz is designed for contact center data. However you can still create reports using third party data, particularly omnichannel data.
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How can I migrate my existing reports from another vendor?
Comstice Professional Services can help to migrate your existing data from the previous vendor so that you can retain your data set over the years.
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Why should I use Quartz instead of Tableau?
Quartz is specifically designed for managing and visualising customer experience. It has built-in reports, charts and dashboards as well as other contact center features out of the box.
It also offers unlimited concurrent user access. There is no license limit on the concurrent users. Finally it offers Quartz Mobile app for the agents.
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Does Comstice Quartz offer a data warehousing feature?
Quartz can offer data warehousing, so that your historical data is archived, even when your call center database is purged.
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Can I control the level of access that my team members and supervisors have?
Yes, you can. It is possible to create profiles to access agent-specific and call volume information.
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Can I plan, allocate and monitor backoffice tasks using this system?
Yes, you can, via our Task Manager capability. It is quite comprehensive and lets you to document,report and forecast backoffice tasks as well.
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How long does it take to train an agent or supervisor on Quartz?
Typically we run one hour-long train-the-trainer session for supervisors, and also provide video and pdf content.
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How easy is it to send a report to a stakeholder who is not set up as an agent?
You can create a report and share the permanent link, or schedule the report and they will receive it as a weblink via email once the report is generated. Past reports can be accessed from their Quartz accounts.