Moore Info Agent Tools
for contact center associates

 

The tools below were developed at the Moore Command Center for associates at all sites to utilize and take advantage of to increase their quality, handle time, and overall performance and productivity. We are always working to improve these utilities and bring new valuable sources to associates on our project and company-wide.� Please check back often for updates.

 

For more information, or if you have any questions, comments, or suggestions� please feel free to contact us.

 

Shawn B Keene, Floor Leader SME
Moore Local Command Center

 

desk |

555-123-4567

cell |

555-123-4567

aim |

skeenecvg

 

To try a tool, just click the image.

 

 

Queue Statistics
The queue statistics are saved from a live Avaya CMS script every 60 seconds, then compiled into a web table where they can be interpreted with JavaScript.� This allows for live dynamic displays which we use on our website and on televisions throughout the site.� JavaScript also allows for visual pie chart versions of the same information.� Using Avaya CMS, the oldest time a customer has been waiting is also shown.

 


Above: An image of the Queue Statistics apps; click here to try it live!

 

 

 

TimePad

Stopwatch program for contact center associates.� Compact design allows associate to make better use of on-screen space with less window switching.

 


Above: An image of the TimePad app; click here to try it live!

 

 

 

CalcPad
A basic function calculator for contact center associates.

�          Familiar Interface
Works just like the standard calculator

�          Compact Mode
Save screen space, and use your keyboard to calculate instead

�          Unique Copy Button
Copy a value to your clipboard for use in other applications

 


Above: An image of the CalcPad app; click here to try it live!

 

 

 

ScratchPad

As part of the Convergys Paperless Environment Initiative, notes and scratchpaper are no longer allowed at contact associates' workstations. ScratchPad allows notes to be taken, but will not allow any notes to be saved after a work session - perfect for tempoary use information that previously was commonly recorded on paper! ScratchPad allows all associates to record brief notes, compose account comments, or prepare escalation checklists in a secure environment that complies with Convergys' paperless security initiative.

 

  • Up to 7 pages of notes
    Unlimited note size on each page
  • Character counter
    Turns red when comment is too long to fit in Rio
  • Quick Templates
    Easily compose complete comments for many occasions such as credits and service calls with guided comment templates
  • Full-Featured
    Complete standard toolbar functions and added features
  • Fully Accessible
    Adjustable font size for ease of access to all users
  • Unique Copy-for-QuickComm Button (QC)
    Copy a note while maintaining line breaks when pasted into QuickComm, perfect for escalation checklists to be passed to Team Leaders
  • Increased Efficiency
    Spend less time transitioning from keyboard to other forms of communicating
  • Increased Accuracy
    Create escalations and comments with checklists to catch every detail
  • Increased Productivity
    Prepare and send information by chat instead of delivering in-person, saves call handle time, ACW, and/or hold time.
  • Increased Security
    Account, contact, or customer information no longer written on paper

 


Above: An image of the ScrachPad app; click here to try it live!

 

 

 

CheckPad
A quality control checklist to verify all required actions have been taken on every call; with links to other valuable resources and webpages.

 


Above: An image of the CheckPad app; click here to try it live!