ShoreTel Contact Center 6 introduces the ShoreTel Contact Center Agent Dashboard, a Web based application which enables supervisors to publish customized dashboards for agents. The dashboard, which can be deployed for use on iPads and mobile devices, also provides call center managers with a consolidated view of their call center while on the move.
The ShoreTel Contact Center Agent Dashboard (CCAD) is an application for the ShoreTel Contact Center (CC) that provides the ability to monitor, in real time, the service being provided to customers. This application displays customer service metrics such as number of calls
waiting, average wait times, and other such performance statistics. It provides agents with real
time information not currently available in any Contact Center application thereby empowering
them to self-manage customer care standards.
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