Akio Agent Desktop
The customised and multi-channel adviser’ workspace
Akio Agent Desktop is the adviser’s unified customer interaction management application interface. This sees an end to stress and errors caused by a maddening number of screens and applications that advisers need to cope with. Akio Agent Desktop is a single adviser interface for receiving and handling all incoming contact flows.
The adviser’s desktop is divided into 3 customisable sections:
The multi-channel interaction manager
In this area, the adviser fills in their status (available, on break, push mode, pull mode, etc.) and their media skills (chat, email, calls, etc.).
The ACD may then send them the corresponding events. They may also see their performance indicators and those of the contact centre in real time.
The supervisor may choose to send “news wire” type messages to each adviser’s interaction manager.
The variable geometry dashboard
This dashboard, which may be reduced in size or expanded, gives advisers a real time view of the floor’s activity and their own activities: the other advisers who are connected or the supervisors who are connected. They can also access the summary of their statuses and the history of their day by event. They can also see all of their tasks at a glance (call a customer back, close a file, send an attachment, etc.).
The collaborative workspace
In this area, the adviser accesses the files they need to process: calls, emails, chat, web callback, etc.
For each file, the application opens a resource area where the adviser can access the contact’s multi-channel file, their multi-channel history, the contextual browsing information related to them (notably in chat mode) and the multi-channel knowledge base.
- Performance: all interactions are processed in the same interface with the same tools and the same philosophy.
- Productivity: the single media toolbar enables advisers to control their multi-channel productivity.
- Accessibility: the web-based interface is collaborative and enables a very high number of simultaneous connections.