Browser Based Console
The X-on Healthcare Contact Centre Agent Console gives each agent control over their status and visibility of their own call activity plus the status of the others in their team.
Agents can signal their status and availability, subject to Supervisor permissions. All status changes are logged. Wrap up is triggered automatically at the end of a call and timers can be set on a per-agent basis.
Wrap up (Disposition) Codes
Flexible codes can be assigned at the end of each call. The set of options available can be changed according to the type and origin of the call.
Reports will analyse call outcomes statistically.
Agents can choose from a physical handset, a stand alone softphone or the X-on integrated softphone, which requires the Firefox browser.
The integrated softphone means less window switching for agents.
Each agent has a personal view of the calls that they have answered or missed and can check recent call recordings, for example, if there is a query on some information they have taken from the caller.
"Since moving to X-on we have seen major improvements in reporting data, functionality and efficiency…"
"X-on designed and fully set up our telephone system quickly, and provided us with a feature rich solution with minimal outlay. We have found the sales and support to be excellent…"
"X-on have proved that they can deliver both a financially acceptable solution and also the quality and availability of service to an emergency service…"