Optimize is Workforce Engagement Management (WEM) for Amazon Connect. It provides workforce management features without the need for another tool.
Why did we build Symbee Optimize?
Optimize allows any customer, small or large, the ability to evaluate agents performance without the need for expensive WEMs.
Überblick
Screen Recording
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Full corner to corner screen recording of agents desktop
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Synchronized audio and video in same recording
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Screen record agent handling of all interactions
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Percentage recording option.
Evaluation Forms
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Fully Customizable Evaluation Forms
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Build forms made up of sections and questions
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Support for different question types.
Evaluations
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Evaluate both interaction and non-interaction based work.
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Manage agent disputed/contested evaluations.
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Supports multiple analysts evaluating same work for calibration.