OnTraQ Plus for Cisco

OnTraQ Plus complements and leverages Cisco UCCX/UCCE/PCCE call routing. OnTraQ Plus provides smaller contact centers an economically viable means to the visibility they critically need but has been out of reach, while also providing larger contact centers the needed analytical power and agent collaboration flexibility that hasn’t been available regardless of the cost.

Agent Desktop offers intuitive and interactive interface, allowing agents to optimize their performance based on their individual preferences and work methods as they engage in the customer journey.

Supervisor Desktop provides live views, actionable dashboards and historical visibility into customer experience and agent performance. Supervisors not only see results but can impact the results they are observing.

OnTraQ Plus is all about increasing your corporate profits and performance. The solution aligns perfectly with Impact’s motto of “making the complex simple.” OnTraQ Plus gives you visibility and insight into the key metrics you need to keep your contact centers running at a high level of performance. You view the information you need, when you need it, and then can make the timely adjustments to meet your performance objectives. Live views, dashboards and historical reporting are available within the same application and easily accessible with a few mouse clicks.

  


Agent Desktop

A new integrated, intuitive and interactive Agent Desktop offers optimum workflows, allowing agents to deliver personalized service and replacing the need for add-on 3rd party gadgets. Standard out-of-the-box feature set offers immediate productivity to “Login and go.”

User Configurable Interface
Agents organize their desktop layout for maximum workflow efficiency based on their individual preferences and work methods. Agents may create and save their layout of a variety of panes including Incoming Call, Team Status, My Activity, My Time Summary, Messages and more.
 

Communication Visibility & Control
Agents see real-time life of call and team member presence to intelligently answer calls and engage needed resources via call, chat or email. Agents not only have access to online directories but can quickly create or import personal contacts into My Contacts directory to facilitate point-and-click collaboration.

Manage Agent State
Agents may toggle quickly between supervisor-configurable states. When required, the request can stay in a pending state awaiting supervisor approval.
 
 

Supervisor Desktop

Supervisors and managers get all the information they need in one place! Our acclaimed user interface allows you to watch your center’s real-time performance, review historical trending and collaborate with team members within one application. OnTraQ Plus is focused on delivering superior dashboards and reports so supervisors and managers have the best analytics to drive their contact center’s performance.

Customize Your Real-time Displays and Historical Reporting
Standard reports provide insight into the number of calls in queue, service levels, calls received, number of direct incoming or outgoing calls, percent availability and much more. Drill into the data by month, week, day, hour and quarter hour. And, customizing reports to meet your exact requirements is simple and quick with point-and-click report creation. No need to rely on (and wait on!) IT personnel or pay a vendor to make changes.

Actionable Dashboard
All users are empowered to personalize their desktops. OnTraQ Plus is highly customizable, both in terms of content included and the layout structure. OnTraQ Plus’s flexible design allows each user to create his or her own dashboard of reports and graphic displays. 

Single Portal to Consolidate Multiple Contact Centers
OnTraQ Plus provides consolidated reports for multiple contact centers. If you’re part of a multi-center environment, don’t mash together data by hand from various sources to get a clear picture of overall performance. Let OnTraQ Plus bring together into a single view the performance data you want from across centers.

Step-by-Step Life of Call
You can see the chronology of call activity as it happens. Follow each call state such as In Queue, Talking, On Hold, Transferred and more. A manager can see that a call has been put on hold four times and understand why the caller is upset and escalated the call.

User-Defined Alarms
You define the alarm states for your contact center as a whole, for specific queues and agent teams, and individual agents. Certain levels of performance can be defined for experienced agents, while lower targets can be set for newer agents. This granularity gives you the control you need to streamline the monitoring of your center’s activities.

2nd Line Monitoring
Track calls made to and from agents’ second phone lines within your UCCX centers. Track whether agents are taking advantage of using their second lines to keep their ACD lines free or if they are bombarded with unnecessary personal calls.

 

Strong Start. Smart Performance.

Elite contact centers run OnTraQOnTraQ Plus is a contact center solution that can be installed and operational without painful, costly manual configuration. And, what is simple to install is simple to maintain.

Bottom line, OnTraQ Plus offers world-class analytics and operations for any size Cisco UCCX/UCCE/PCCE inbound call center.

OnTraQ Plus has the right answers to keep your centers on track. It is that simple!