PRODUCT LEAFLET | TELEOPTI ASM CISCO FINESSE INTEGRATED GADGET
Keep agents informed and in touch
with one integrated schedule messenger gadget
60.9%
Adherence
16:00-17:00 Lunch
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.
17:00-19:00 Phone
324s
Average talk time
119.9%
Ready time/
Scheduled Ready time
2s
Average after call work
326s
Average handling time
62
Average talk time
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.
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)
Features overview
Check out this high-level list of features from Teleopti’s Cisco Finesse-integrated ASM Gadget. Although featurerich, Teleopti is the most user-friendly WFM solution on the market.
Updates agents on their schedules, any
changes to schedule and messages
Agent ability to respond to received
messages – in accordance with predefined settings of received messages
Message transmission from administration
to one or more agents, or groups of any size
Agents can see their KPI reports,
making it easier for them to track and
improve their performance.
Teleopti, a top, global provider of workforce management software, offers a world-class WFM solution that is sophisticated,
localized and easy to use. As the largest “best-of-breed” vendor, Teleopti focuses on helping contact centers, back offices and
retail stores improve customer service, employee satisfaction and profitability – through optimized, automated forecasting and
scheduling with cutting-edge features to empower and engage employees.
Founded in 1992, Swedish-established Teleopti has customers in over 85 countries, numerous offices around the world – from
Beijing to São Paulo – and a comprehensive global network of partners. With a record of continuous net profitability for 25 years
and with high customer satisfaction ratings, Teleopti serves as a reliable partner. Find out more: www.teleopti.com
© 2016 Teleopti all rights reserved.
Teleopti and the Teleopti logo are trademarks of Teleopti.
PRODUCT LEAFLET |
T E L E O P T I A S M C I S C O F I N E S S E I N T E G R AT E D G A D G E T | 2