The Virtual Observer Agent Portal allows an agent to access their own recordings and evaluations at the tip of their fingers. The feature’s benefits are not exclusive to the Agent, however, as utilizing the portal in a contact center environment is also very beneficial to the supervisors as well.
Typically, supervisors will find that they spend lengthy periods of time meeting with agents to review calls and performance.
Agent Portal helps make this task much easier, as it allows the supervisor to post an agent review that will automatically be sent to the portal.
Once a review is accepted or disputed by an agent, the supervisor will have easy access to see this within their own Virtual Observer interface. The interface provides the supervisor with color-coded representations so that they can determine the current status of the review.
Red Flag: Review has been disputed
Green Flag: Review has been accepted and closed
Red Dot: Indicates you need to complete the next step
Green Dot: Waiting for agent to complete the next Step
Star: Review has been recently updated
The agent review process also helps eliminate the paper trail that occurs with accept and dispute processes. In addition to this review feature, agents will also have the ability to view dashboards that showcase how they are performing in relation to peers from directly within their own portal.
The goal of the Agent Portal is not only to allow for agents to be able to review their own information, but to promote a more seamless process when it comes to agent performance evaluation and improvement.