This service is available to State of Ohio agencies, boards, and commissions.
Supervisors manage their agents through menus accessed at a supervisor terminal.
At call centers, a group of employees, referred to as agents, handle large numbers of incoming calls to available agents, thereby increasing the call center's call handling capabilities. Supervisors use the CC MIS as a tool in monitoring ACD agents as they handle ACD calls. In addition to monitoring, supervisors also use the CC MIS to plan and manage the ACD operation. Their terminal is used to monitor agents, create schedules, print reports, alter the configuration of the ACD operation, and perform various other duties. The windows interface also allows you to perform simultaneous CC MIS tasks.