Employee Staffing/Tracking

Agent View Screen

CRS' Agent View Screen portrays account information in a well organized and aesthetically pleasing manner.

Various color coding options aid in the expediency of handling calls. General Account Info is displayed by mouse cursor movement. Account employees/situations are provided 10 various action steps, including sub-account links, and respective Special Instructions.

Sending emails, pages, and dialing outbound calls are activated upon the simple click of the agent's mouse. Again, various color coding methods of your choice may be implemented to distinguish between type of dispatch or priority of dispatch.

Special Alert Activation

Special Alerts may be activated within an account or employee. Account Alerts may be utilized for agent awareness while Employee Alerts may be activated for Vacation Notes, etc. Either way, CRS' Alert Mechanism will promote highly accurate and efficient account representation.

Finally, each agent screen offers an "Unsure" feature. In the event an agent takes a message and is unsure how to dispatch, the message is routed to a supervisor for review prior to dispatching. In addition, this feature allows new hires to commence answering calls 30 minutes upon walking into your office.

Oncall Scheduler

The Oncall module consists of two separate features which may be used individually or integrated to provide increased coverage and accuracy.

The Default Oncall feature is "text box only" with editing and history tracking capabilities. This feature proves useful for any unorganized clientele or those clients that frequently revise oncall information.

The Oncall Scheduler is utilized for clientele that have set schedules per hour, day, week, month, or year. Oncall editing may be changes "on the fly" by agents using our short hand method durations. The Scheduler also notifies agents and/or supervisors of oncall overlaps. Such overlaps may be easily edited or prioritized.

The utilization of both features is extremely simple but very effective. In the event all scheduled oncall expires, the oncall box will view the default oncall. This functionality proves handy when the same person is oncall constantly except during a particular period within the day.

Bulletin Board

Paging Server

CRS' paging system is operable on all agent stations equipped with modems. Email, Alpha, and Numeric servers may reside on (1) Station or may be separated to their own individual servers for high volume dispatching or disaster recovery means.

Agent Privileges

Your staff may be given specific accessibility privileges based upon job duties. CRS has (3) basis hierarchies which are: Operators, Managers, and Administrators. Such privileges will allow for increased security when revising or editing specific account information.