The AGAW module

In some high-performance Call Centres, with large and geographically distributed agent groups, it is absolutely necessary to have a better lever of performance awareness by the agents, and to have live communication channels between the supervisors and the agents.

QueueMetrics addresses this by using an extension module called Agent Awareness (AGAW), which embeds both in Firefox and Chrome to allow the agent to continue current tasks, while keeping awareness of personal statistics in a non-intrusive manner.

Amongst the many benefits, AGAW offers:

• A broad range of agent performance metrics that provide immediate behaviour feedback
• An available off-band channel (chat) with supervisors or second-line product experts
• Targeted administrator broadcast messages, to monitor geographically-dispersed agents
• Agent interaction with minimal performance downtime
• Agent awareness of call flow and queue statistics

Although it is a separate entity from the main QueueMetrics, all AGAW components ship within the same installation as QM - so there is no need for a separate installation.

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We believe that the best way to get a hold of what AGAW is and how useful it is for you is to try it with your own production system. That's why we give a 30-day free evalutation key that you can use freely.

Just fill in the following form to request a free evalutation key:

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Optional information

How many agents does your CC have?

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You will receive a reply in a short while with a temporary key and all the information to install it on your system.

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