We are happy to announce that we have released a new version of the AgentBalance solution. Apart from minor improvements and bugfixes, this release focuses on improved usability in the contact center environment with more complex set of personal rules and dependencies.
Major 1.4 features include:
Probably the most important feature allows team leaders (managers) to see an unlimited and variable groups of teams and their results. Administrators can easily set which teams should team leaders be able to see and manage. Therefore, specialised roles like supervisors and division managers can now see a predefined list of teams, not only those that are subordinate to them.
With Hybrid Managers, customers can make their company structures in AgentBalance much more transparent and flexible.
Team Leaders can take the AgentBalance test too
What turned out to be a common request from our customers, was the need to allow testing of team leaders. From this release on, team leaders can take the test too.
Their results will be displayed within the results of their own team. In upcoming releases, we will display results of team leaders in a separate view too. This way, supervisors will be able to get further understanding and comparison of team leaders, that play a vital role in overall contact center performance.
Sending login credentials on CC
In a situation, where contact center agents don’t have their own corporate email addresses, Administrators can select a single person that will be responsible for manual distribution of login credentials to agents.
This person will receive every single request for a password change and/or a new password directly. Many customers will therefore speed up their process of on-boarding new people without the necessity of asking AgentBalance support for new user/password combination.
Václav Martin, CEO AgentBalance