OnViews
Interaction Management Dashboard

Resting as an icon on the desktop, OnViews opens to a single graphical interface from which the complete OnviCenter product suite is viewed. Through OnViews, users access each aspect of their contact center within a seamless environment.

Status-At-A-Glance

OnViews displays a picture of your contact center and overall system status in real time. Multiple views to agent, supervisor and administrative activities are available within this unique dashboard. All logins are secured and managed through OnViews.

OnViews provides access to the following areas of functionality:

System Administration
Agent Activity
Recording Search and Playback
Quality Assurance Evaluations
Reports
Scripting

With a single click of a mouse, busy managers can view the status of agent activity, users, call handling and recorded channels within a tiled screen or individually in a single screen. Managers can also monitor message and dispatch delivery.

Tiled Screen View

Individual Screen View

Managing Accounts and Agents

OnViews displays all contact center activities so that busy managers have access to each application, reporting features and system administration from a single screen.

Managers can define account groups, control agent access and monitor agent activities. Only authorized users can manipulate agent and account settings. For rapid activation of new customer accounts, OnViews can clone and edit existing accounts and message formats. Skill ratings can be assigned to each client's account so that calls are routed to operators based on the level of skill and experience required for that client's campaign.

Agent privileges are also assigned in OnViews. By restricting access to calls of a predetermined skill level, call centers allow agents to build confidence and experience before servicing advanced accounts and accepting more responsibility. Privileges can be revised and expanded as needed.

Configurable message formats and page layouts allow for customized agent screens. For example, screens can be configured to automatically populate with account data and a website within the page layout making information readily available to agents.

Wrap time management automatically reports the amount of additional time used to update an account. The total wrap time can be viewed on the account level in OnViews.

System Alerts

Network alert configuration is set up in OnViews. Alerts from major system components notify managers of unusual conditions requiring action. Alerts trigger a visible signal in the OnViews status bar and/or notify users with an audible sound. Notification by page or email is an available option.

Integrated Help File

An integrated help tool containing valuable information pertaining to each product applicable to a user's system is available through OnViews. This library is available to all users.