PRODUCT LEAFLET

KEEP AGENTS INFORMED AND IN TOUCH

WITH CISCO FINESSE-INTEGRATED SCHEDULE MESSENGER GADGET

PRODUCT LEAFLET | INTEGRATED SCHEDULE MESSENGER GADGET 2

When facing a hectic work day, agents need to feel in control, with the ability to clearly see what they should be doing and how well they are performing. The Teleopti ASM (Agent Schedule Messenger) Cisco Finesse-integrated gadget makes this easy and achievable, with information available at a glance.

Cisco Finesse allows contact center agents to work on a wide variety of applications with an intuitive, clear and customizable “cockpit” view. The Unified Desktop solution enables external applications to utilize desktop real-estate within this adaptable view in the form of gadgets, and provides agents with information tailored for specific usage.

Teleopti ASM is a light-weight, web-based application that allows an agent to view their current shift, with each separate activity clearly defined by color and time. A small bar, displayed in the agent desktop, shows their ongoing progress

throughout the day. A friendly reminder notifies them of upcoming activities. Any schedule change is updated instantly in ASM, with a notification sent to agents – thus continually keeping them informed and up to date.

Integrating the Teleopti ASM gadget into the Cisco Finesse solution gives an agent greater insight into their day and opens communication channels between them and their manager, through the embedded messaging interface. It is widely recognized that when engaging staff to meet critical business goals, it is vital to provide them with current and accurate feedback in the form of a self-assessment scorecard. Within the Teleopti ASM gadget, such a scorecard displaying several KPIs is included, for example, showing calls answered, adherence, average handling time. By integrating Teleopti ASM with the Cisco Finesse gadget interface, agents remain informed and empowered to meet the expectations set on them. The ASM gadget both lets agents know when to switch tasks or take their lunch break and ensures that, by maintaining optimized schedules across the organization, the customer experience goals are met.

PRODUCT LEAFLET | INTEGRATED SCHEDULE MESSENGER GADGET 3

Teleopti, a Calabrio company, helps organizations empower their employees to provide outstanding customer service through our cloud-first workforce management (WFM) software. We are a global team of innovators and experts focusing 100% on WFM, enabling companies with user-friendly automation and optimization of omnichannel forecasting, scheduling, and people management. Teleopti WFM supports companies’ profitability by elevating operational efficiency, employee engagement, and customer experience. Since the start in 1992 we have grown our customer community to 100 countries, collaborating with partners worldwide, and today Teleopti WFM plans and empowers over 500,000 employees. For more information visit www.teleopti.com

Features overviewCheck out this high-level list of features from Teleopti’s Cisco Finesse-integrated ASM Gadget. Although feature-rich, Teleopti is the most user-friendly WFM solution on the market.

Reap the benefits:• Increased efficiency and adherence, with

agents updated continually throughout the day

• Improved intraday processes, with management able to send/receive messages from agents

• Enhanced agent satisfaction, with agents able to track their progress throughout the day and take breaks at the allocated time

• Create customized messages and quickly survey groups of agents to collect structured responses

Prerequisites (installation)• Cisco Finesse customers have to install the

gadget into the 3rd party directory on the Finesse Server.

• Teleopti WFM version 8.5 is required, with Windows log in or Single Sign On (SSO)

√ Updates agents on their schedules, any changes to schedule and messages

√ Message transmission from administration to one or more agents, or groups of any size

√ Agent ability to respond to received messages – in accordance with pre-defined settings of received messages

√ Agents can see their KPI reports, making it easier for them to track and improve their performance.