Agents can request supervisory help at the touch of a button. Whenever the number of calls waiting exceeds a preset threshold, the ACD feature alerts a designated supervisor. When used with LCD phones, agents and managers have instant access to the number of calls waiting in queue for a group. When connected to the Toshiba MIS system, users can also receive online status displays and historical reports. Discovery ACDLite lets supervisors view agents' real-time activities and primarily monitor calls in queue to assure prompt and efficient call routing.
Customizable screens allow the supervisor to monitor calls or personnel with a single mouse click.
To ensure peak efficiency, the screens are color-coded to show the supervisor when an agent is idle or busy. As business grows, Discovery ACDLite can be upgraded to the Discovery ACDPlus. The latter is designed for large, formal call centers that need more meaty features. The product supports up to 16 ACD groups and 252 agents per group. It incorporates audible and visual alarms to alert supervisors to excessive call loads, long hold times, numbers of calls in queue, etc.