Managing a multimedia contact center with Ignite

As a supervisor, there may be situations where you want to access Ignite's agent features. For example, you may want to occasionally log in to alleviate contact center congestion by handling interactions.

Ignite is also useful for directly transferring interactions to specific agents or as an alternative method for tagging interactions as Junk or No Reply Needed. In addition, supervisors access Ignite to search email, chat, SMS, and open media history.

Supervisors can use the real-time monitors available in the Ignite (WEB) Dashboard to view real-time queue, agent, and employee statistics as well as interact with agent presence to improve service levels. You can also view callback requests and choose to requeue, reject, or delete items from the list.