It also provides a company with critical Session Statistics that aid in managing and analyzing the performance of individual agents and the organization as a whole. The QSystem enables agents to escalate a request to another agent. Furthermore, for consultation purposes, an agent has the ability to invite an alternate agent to observe their session. Security Three levels of security give a customer the power to decide how much information an agent can access. A customer can also render specific drives, folders, and files inaccessible by an agent.
Every action taken by an agent is recorded and logged.
Wireless Compatibility Agents using Control-F1 can be notified when customers enter the QSystem through their wireless devices such as PDAs, mobile phones, and pagers. Agents can also view the queues through these devices. Helpdesk professionals and administrators must often support remote and unmanned PCs and servers. CF1-Connect allows an agent to remotely connect to an unmanned computer to provide live support. Click here for more information on CF1-Connect.