Agent Status
View and set time limits on agent's availability status.
Announcements
Broadcast messages to fellow SmartAgent users.
App Configuration
Manage various call settings affecting agents.
Call Comprehension
Pick up Customer Sentiment and Keyword Detection on a call.
Call Details
Store data about a call
Call Recording
Record calls and drag through for quality assurance.
Call Recording Controls
Start, Pause or Resume call recording.
Chat Details
View details of customer's chat contact history.
Manage Contact Logs
Create and configure After Contact Work forms.
Historic Metrics (contact search)
Search and surface previous contacts.
Interactions
View history of a customer on multiple contact channels
Internal Messaging
Allow agents to message other agents
Line Management
Configure business continuity for voice and chat
Live Monitoring
Listen in to live calls
Permissions
Configure who has permissions for various features
QA
Monitor quality of agents and configure evaluations.
QA Evaluation Status
Evaluate permission status for various features.
Queue Stats (real-time agent metrics)
Real-time view of queues and statistics
Realtime Metrics
View realtime performance of agents in your contact centre
User Management
Edit user details within SmartAgent and Connect
Audit Log
Track any changes around SmartAgent settings
Agent Assistance
Allows agents to 'raise hands' for assistance
Idle Timeout
Track any idle agent activity