CX9 Infinity Admin

Intellicon Mobile application offers the Dashboard to view the real time details and stats of the agents and Queues of all the social channels. Intellicon Administrator can see the real time stats of Interactions displayed in the form of Charts. In these charts the administrator is able to see the channel wise interaction stats, details of the queues. This application also offers the facility to the administrator to see the real time Agent’s Presence details and also the Top Work Codes counts of the last 24 hours are displayed. Intellicon application provides the stats of two important things i.e. Queues and Agents. Key Features of Intellicon app are: Supports all 12 channels (voice and non voice). Stats of calls in SLA and waiting state. Display average talk and hold time for only Call Channel. Supports unlimited queue and Agents. Shows the number of Ringing, Active, Answered and Abandoned Interactions. Shows the states of Agents either Ready, Unavailable or on Break. Shows the number of interactions answered by the agents. Shows the Abandoned interaction counts by the agents in a day. Displays mostly used work codes in a day. Benefits for users: All integrated social channels are available. Assigned queues are available. Can see the stats of all agents. Can see the stats anywhere and at any time. Quickly view the interaction stats.