i-Smart Manager

Omni-Channel Contact Center Integrated Operations Management

The i-Smart Manager service offers real-time status monitoring and statistical capabilities through an integrated interface optimized for the user's environment. This can alleviates the inconvenience of having to repeatedly access numerous distributed screens provided by Genesys Cloud, therefore enhancing user convenience and efficiency. Furthermore, it features an architecture that allows the collection of raw data and storage in the DB for all calls provided through the Genesys Cloud API, making customization easy according to user requirements. Moreover, it automatically operates the scheduler for the extraction of large volumes of call data stored in the DB, and then makes it available as foundational information for status inquires and statistical analysis. Additionally, the service provides users with the capability to manually batch register and manage data as needed

The main features of i-Smart Manager

Realtime Monitoring Functions
  • - Overall status (agent status, overall call Status)
  • - State monitoring by agent
  • - Queue overall status (agent state, response rate, abandonment rate, queueing rate)
  • - Overall agent status
Statistics Functions
  • - Call occupancy history by agent
  • - Call occupancy status history by queue
  • - Call occupancy status history by DNIS (agent state, response rate, abandonment rate, queueing rate)
  • - Duplicate call Status
  • - Agent work Status
  • - Call status history by division(group)
  • - Call performance by agent
 Interaction Functions
  • - Interaction status by agent
 Realtime Dashboard Functions
  • - Center dashboard by channel
  • - Center monitor by channel (agent status detailed)
Batch Management Functions
  • - Scheduler
  • - Batch log
  • - manually Batch
 User Administration Functions
  • - Queue management by user

The features and advantages of the i-Smart Manager

- Multi-tenant architecture structure for Cloud SaaS services
- Service accessible through web browser with internet based infrastructure
- Multi web browser and cross browser support
- Ease of customization of statistics according to user requirements
- Maximizing user convenience through an integrated screen structure optimized for user experience-based user interface
- Support for integrated analysis services with AI(Artificial Intelligence) through an open API structure
- Web service resource auto-scaling and load balancing architecture
- UX(User Experience)e based data analysis dashboard
- Various statistical reports

i-Smart Agent

Functions

  • · Omnichannel interaction counseling (call, chat, email)
  • · CTI Softphone control and status management
  • · Chat counseling waiting, receive, end
  • · email counseling waiting
  • · In.Outbound call counseling contents store and history retrieval
  • · Ticket number retrieval and ticket transfer
  • · Request for cooperation
  • · Counseling status retrieval
  • · Temporary save
  • · Callback execution and callback retrieval
  • · Survey execution and reservation
  • · Customer sending
  • · Counseling knowledge search and knowledge management
  • · Counseling information and management
  • · Counseling assignment management
  • · Campaign management
  • · Evaluation management
  • · Omnichannel counseling statistics
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i-Smart Manager

Functions

  • · Realtime dashboard(by group, by center)
  • · Statistics by tenant
  • · Overall monitoring
  • · Incoming queue, in call
  • · After call work, log in, log out, on hold
  • · Waiting queue, incoming call, abandoned call
  • · completed call, Response rating
  • · Queue monitoring
  • · Agent status
  • · Call statistics by agent
  • · Call statistics by queue
  • · Call statistics by DNIS
  • · Agent work status
  • · Group statistics
  • · Agent status monitoring
  • · Performance by channel
  • · Queue management by agent
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i-Smart Call

Functions

  • · Genesys Cloud based user desktop installable CTI softphone
  • · Agent inbound call status control
  • · Inbound call information retrieval
  • · Agent outbound call status control
  • · Agent individual dashboard
  • · Saving counseling contents and retrieving call history retrieval
  • · Callback management
  • · Log in management
  • · Extension number management
  • · Agent queue management
  • · User interface minimization and resizing
  • · Registering Windows system tray icon on program launch
  • · A suitable service for environments where integration between user’s contact center counseling application and Genesys Cloud CTI softphone is not possible
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i-Smart Helper

Functions

  • · Registration of VOC contact channels (phone, email, web bulletin board, chat, in-person visit)
  • · VOC registration
  • · My VOC
  • · Customer sending
  • · VOC receive and history retrieval
  • · VOC management
  • · FAQ retrieval and management
  • · VOC distribution
  • · VOC processing
  • · VOC approval
  • · VOC transfer
  • · VOC processing absence management
  • · VOC common phrase management
  • · VOC counseling statistics
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