Deployment Model: On-premise
Technology: Other API's and Contact Center Applications
Current version: N/A
Publisher: ExpertFlow

EF AdminPanel (former CBR - Caller Based Routing) for Cisco Unified Contact Center Supervisors offers a rich, drag & drop user interface for the non-technical supervisors to manage their daily operations. Workspace management in AdminPanel means supervisors can only view their own team’s configuration.

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EF AdminPanel (former CBR - Caller Based Routing) for Cisco Unified Contact Center Supervisors offers a rich, drag & drop user interface for the non-technical supervisors to manage their daily operations. Workspace management in AdminPanel means supervisors can only view their own team’s configuration. ExpertFlow AdminPanel allows administrators to manage:

  • Contact Service Queues with Drag and Drop UI   (CCX Only) 
  • Easy Announcements (Both CCX and CCE)
  • Languages & Prompts Management (CCX Only)
  • Agent Teams (CCX Only)
  • Team or Workspace (CCX Only)
  • Permission-Based Access (both CCX and CCE)
  • Simplified Application & Script Management (CCX Only)
  • Business Calendars (both CCX and CCE)
  • Caller Lists/ Segments/ VIP Callers (both CCX and CCE)

The EF Management Panel data controls CCX scripts and configurations and allows non-technical supervisors to modify the behavior of the contact center.

Manage CSQs with Drag-n-drop UI

A supervisor can manage his team’s CSQs with a drag & drop user interface. He can add or remove agents directly from a queue without going through the hassle of changing the agent group.

Skill-based CSQs are better visualized with a bar to represent skill-level. A supervisor can see all skill and agent-based CSQs on the same screen and can reorder the agents within a queue.

(this feature is only available for CCX)

AdminPanel Drag and Drop

 

Easy Announcements

An easy announcement is one or more prompts to be played in IVR. The interface allows AdminPanel managers to create new or change an existing announcement on the fly, e.g they can create an announcement for an unplanned outage. By adding calendar time/date, managers can insert scheduled announcements within a call script.

(this feature is available for both CCX and CCE)

AdminPanel Easy Announcements

 

Languages & Prompts Management  

Via AdminPanel, a user can upload voice prompts to CCX (Contact Center Express) from a local machine. It validates the file format and uploads the prompt only if the file format is correct. These prompts can then directly be used either in Easy Announcements or in Call Scripts. A user can also playback, download or delete a prompt.

(this feature is only available for CCX)

AdminPanel Languages & Prompts Management

 

 

Agent Management

With this interface, a supervisor can quickly find agents in his team with the agent’s profile picture, skill-level bar, group name and the skills he/she possesses. The coming release will also show an agent’s real-time status (ready, not ready, talking) by mouse hovering on the agent picture.

(this feature is only available for CCX)

AdminPanel Agent Management

 

Team or Workspace Management

A team comprises of supervisors, agents and a set of CSQs. AdminPanel workspace is the same as a CCX team. A workspace equips supervisors with a permission-based work environment so they can manage team details and the CSQs assigned to team members. A supervisor can also switch between multiple workspaces depending on the rights assigned to them.

(this feature is only available for CCX)

AdminPanel Team or Workspace Management

 

Simplified Application & Script Management

Instead of navigating to multiple CCX configuration interfaces for managing CCX scripts, AdminPanel simplifies the process of creating new applications and makes it a one-step process.

(this feature is only available for CCX)

AdminPanel Simplified Application & Script Management

 

Permission Based Access

Restricted rights and privileges allow selective users to access different system areas.

(this feature is available for both CCX and CCE)

 

Add-ons

Following additional modules exist as standalone products and can either be integrated with AdminPanel using additional configuration or can be installed separately.

Business Calendars

Business calendar allows management to edit opening/closing hours of the business and specify holidays. An announcement can also be created for holidays or non-working hours on IVR.

(this feature is available for both CCX and CCE)

Caller Lists/ Segments/ VIP Callers

IVR can be customized for a specific customer segment such as creating a VIP caller list to provide VIP customers with a personalized call treatment. Similarly, a prank/malicious caller list will provide special IVR treatment (based on your business rules) to prank callers in the list, such as playing a prompt and disconnecting a prank call right away.

(this feature is available for both CCX and CCE)

Supervisor Dashboard

An intuitive supervisor dashboard gives the ability to see real-time statistics of agent teams (such as, the number of agents “talking” or “loggedOn”),  monitoring the call indicators (such as the number of calls “answered”/”abandoned”) and checking the performance of CSQs (such as whether the SLA is being met). Customized reports can also be developed based on your business KPIs.

(this feature is only available for CCX)

Integrated Media Recording

Integration with EF Media Recording solution gives a supervisor permission-based access to encrypted Mediasense recordings. In addition, Quality Management module coupled with voice recording allows the supervisors listen to a recording and simultaneously evaluate the respective agent.

Feedback Surveys

An integration with EF survey solution allows AdminPanel users to run surveys of their team agents and analyze customer feedback via survey reports. This feedback analysis helps supervisors to better grade their team agents.

AdminPanel allows administrators to manage:

  • Contact Service Queues with Drag and Drop UI   (CCX Only) 
  • Easy Announcements (Both CCX and CCE)
  • Languages & Prompts Management (CCX Only)
  • Agent Teams (CCX Only)
  • Team or Workspace (CCX Only)
  • Permission-Based Access (both CCX and CCE)
  • Simplified Application & Script Management (CCX Only)
  • Business Calendars (both CCX and CCE)
  • Caller Lists/ Segments/ VIP Callers (both CCX and CCE)
Office Facilities Asia-Pacific, European Markets, Emerging markets
Support Model Direct through third party or partner, Direct to customer
Support Coverage Hours 24x7 Standard business hours, with after hours pager support
TAC Hotline +923238441428
TAC Support Alias helpdesk@expertflow.com
TAC URL http://www.expertflow.com

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Compatibility

Version Verified Compatible Cisco Product Date Tested
N/A None N/A