Agent Readiness - An Overview
Updated
Overview
In modern contact centers, maintaining seamless communication between agents and customers is critical. However, technical issues like microphone malfunctions, WebRTC connectivity problems, and unexpected system outages can disrupt service, leading to missed calls, reduced customer satisfaction, and inefficient resource utilization.
This system introduces three robust features to address these challenges and ensure a reliable call handling experience:
Agent Readiness Widget
Restrict Status Change
Agent Heartbeat Mechanism
Challenges Addressed
Agents Marking Themselves Available Despite Technical Issues
Agents often mark themselves as "Available" even when their microphones are malfunctioning or their WebRTC connection is unstable. This results in calls being routed to agents unable to handle them effectively, causing:
Poor customer experience.
Increased call abandonment rates.
Missed Calls Due to Unexpected System Outages
Agent systems going offline without notice leads to:
Missed customer calls, impacting service levels.
Inefficient call routing and resource allocation.
Key Features
Agent Readiness Widget
A dynamic tool providing agents with real-time insights into their system’s health.
Key Capabilities
Microphone Status: Notifies agents of microphone malfunctions like being muted or incorrectly configured.
WebRTC Connectivity Updates: Monitors and displays the current status of WebRTC connections.
Readiness Status: Allows agents to mark their availability accurately based on system readiness.
Built-in Troubleshooting
The widget includes a Knowledge Base to assist agents in resolving issues such as:
Microphone Problems: Guidance on device selection and common fixes.
WebRTC Issues: Steps for checking network settings, clearing browser caches, etc.
Restrict Status Change
This feature prevents agents from marking themselves "Available" until system issues are resolved.
How It Works
Blocking Unready Status Changes: Agents facing microphone or connectivity issues are restricted from switching to "Available."
Automated Prompts: The system provides clear instructions for resolving technical problems before allowing status changes.
Impact
Improved Call Routing: Calls are directed only to agents with stable connections.
Fewer Dropped Calls: Enhances the customer experience by reducing interruptions.
Efficient Operations: Encourages agents to promptly address technical issues, minimizing downtime.
Agent Heartbeat Mechanism
A fail-safe mechanism ensuring agents' readiness and connectivity status are continuously monitored.
Customization Options
Admins can configure heartbeat intervals and timeout thresholds based on operational requirements.
Impact
Reliable Call Routing: Directs calls only to agents who are fully ready.
Optimized Resource Utilization: Ensures no resources are wasted on agents who are not operational.
Business Impact
For Customers
Smoother Interactions: Calls are less likely to be disrupted by technical issues, leading to better customer experiences.
Fewer Missed Opportunities: Ensures consistent service by minimizing dropped calls.
For Agents
Proactive Problem Resolution: Encourages agents to resolve system issues promptly, improving their overall efficiency.
Enhanced Support: Provides agents with tools and guidance to address technical challenges effectively.
For Contact Centers
Improved Resource Utilization: Ensures optimal deployment of agent resources.
Higher Efficiency: Reduces downtime and improves call routing accuracy, leading to better service levels.