Coordinated Systems Inc. (CSI) has added a quality management feature to itsVirtual Observer (VO) workforce optimization solution. The new feature, the VO Agent Timeline, allows supervisors to view agent workdays across a timeline of captured events.
With VO Agent Timeline, each day's events can be color-coded for event type. Supervisors can see a landscape view of recorded phone calls, screen captures, chats, or inactivity during the day. By simply clicking on the icon for the recorded event, a playback session can be initiated or the event can be evaluated, all in the same window.
Agent Timeline can also be used for monitoring the workday habits of new hires, where supervisors can spot activity holes. When used with built-in agent webcam recording, clicking on an empty block in the timeline will open the recorded event in Virtual Observer.
VO Agent Timeline also can be customized through querying to illustrate a specific group of agents or a specific period of time. Useful queries can be saved as favorites for everyday or later use.
"This is a unique feature in the contact center/workforce optimization tool set, and it's one which can prove to be a huge value for performance-minded contact centers," said Rich Marcia, marketing director at CSI, in a statement.