The X5 Admin app gives call center admins the ability to ensure their floor is operating in the most efficient way possible. Through their smartphone or a tablet, admins have access to the real-time agent activity dashboard. At a glance, they can see how many agents are on calls, waiting, paused, in dead calls or performing disposition. We recently took this a step further by creating a graph view of the real-time agent activity dashboard.
In addition to real-time insights, admins have the ability to turn on/off campaigns from the Ytel Contact Center Admin app, and can even change the dial ratio on those campaigns. Your admin can also add new users within the app and can call Ytel Smart Support with the click of a button. Our goal is to make life easier for our customers, while improving efficiency and mobility.
By providing the ability to be mobile, we are enabling admins to be more hands on with their team. Now, they can join their agents on the floor, providing hands on support and training, all while monitoring the activity of the entire floor.
The next step in the evolution of the Admin app will be the implementation of in-depth reporting. Not only will you have the at-a-glance metrics, but you will have the ability to drill deep down on reporting. To check out some of these updates, go the App Store (iOS) or Google Play (Android) and download the Ytel Contact Center Admin app.
Once the app is downloaded, open it up and click the "Get Started” button. It will take you to a QR reader screen, if you are having trouble locating your QR code, simply click “view setup demo” and we'll walk you through it!
