View and set time limits on agent's availability status.
Broadcast messages to fellow SmartAgent users.
Manage various call settings affecting agents.
Pick up Customer Sentiment and Keyword Detection on a call.
Store data about a call
Record calls and drag through for quality assurance.
Start, Pause or Resume call recording.
View details of customer's chat contact history.
Create and configure After Contact Work forms.
Search and surface previous contacts.
View history of a customer on multiple contact channels
Allow agents to message other agents
Configure business continuity for voice and chat
Listen in to live calls
Configure who has permissions for various features
Monitor quality of agents and configure evaluations.
Evaluate permission status for various features.
Real-time view of queues and statistics
View realtime performance of agents in your contact centre
Edit user details within SmartAgent and Connect
Track any changes around SmartAgent settings
Allows agents to 'raise hands' for assistance
Track any idle agent activity