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Home arrow Solutions arrow Sibilo Contact Center arrow Management Modules

Agent Position - Supervision - Statistics - Administration

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Management modules are used by various actors in the field of contact centers :

  • Agent or telesaler
  • Supervisor
  • Adminstrator 

 

 

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pictos-agent.jpgAgent Position Management

High level performance for your agents, optimized customer relation with the intuitive cockpit Sibilo CC Agent. A unique information exchange zone between your agents and your contacts, through phone, email, chat, web call back ...

Function

Sibilo CC Agent provides your agents with a powerful desktop to send and receive information over the media used. If Sibilo CC was simply a telephone management module, we could refer to it as a « telephone switchboard display » .


Brochure & Screenshots

Download the Sibilo CC Agent Brochure

Poste Agent - Démo location bateau

 

 

 

 

 

 

 

 

 

 

 

 

 


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Supervision

Give your Supervisor “Super” powers


Function

Sibilo CC Supervisor gives your supervisors a unified display of the real-time status of his agents to maximize contact center performance.

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Key advantages

  • Your Supervisor’s role is upgraded and enriched
  • Your agent platforms are coordinated and managed with pinpoint precision
  • Your agents are happier and perform better
  • Your customers are happier through the improved service
  • Your staff can work from remote locations
  • Lower training time
  • Real time multichannel display on a unified interface

Superviseur and Administrator Roles

Business-oriented modules

 

In most contact centers, though the supervisor and administrator are often the same person, their roles are different and complementary: the administrator configures the contact center while the supervisor is in charge of managing it.

Business-oriented, our Administration and Supervision modules are entirely dedicated to comprehensive, unified operation of your contact center.

 

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Brochure & Screenshots

Download the Sibilo CC Management Brochure

 

Interface Supervision
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Détails d'un agent Détails d'un agent 2

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Function

Sibilo CC Statistics provides your Supervisors with a real-time and historical display of statistics and activity reports. With this module, access statistics by period segments: a whole year, month, day or hour. The data is stored in real time or off-line, in accordance with your Contact Center’s capacity.

With the information stored in a MySQL database supplied with Sibilo Contact Center, easily configure the way you want to display your data. View it through a web browser in text or graphic form, or exported in PDF or CSV format (for Excel, openOffice Calc spreadsheets).

Get a global view of your contact center, or « zoom-in » on the details of a particular agent’s activity over a given period. Each action is interpreted by the statistics module.

Brochure & Screenshots

Download Sibilo CC Management Brochure

 

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 Exemple de statistiques  Statistiques Sibilo Contact Center

 

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  Sibilo CC Statistics Video

 

 

 


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Administration

You Contact Center tuning tool

 

 

Function

Sibilo CC Administration provides your administrator with a comprehensive desktop tool-box to fine-tune your contact center parameters for maximum performance.

Brochure & Screenshots

Download the Sibilo CC Management Brochure

   

Menu général Liste des paramètres
Règles d'équité  
Configuration Routes SIP Configuration des Agents  

 

 

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Monitoring

 

 

Function 

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*Le module Sibilo CC Monitor est le “live”, l’écran de contrôle du centre de contacts.

Il utilise un ou plusieurs écrans LCD relié à un PC. Cet afficheur LCD affiche des informations en temps réel sur le fonctionnement de Sibilo CC. Les informations peuvent provenir d’un service, d’un plateau, d’une campagne …