The Operata Chrome and Edge browser extension launches the Agent Copilot interface whenever agents start their softphone.
Agent Copilot gives agents a quick and easy way to report issues and be notified of CX issues they can self-fix.
Moving Agent Copilot
Agents can move Agent Copilot up and down and from left to right - the position is remembered when they next launch their softphone.
Report Issue
Selecting the interface gives agents access to a drop-down list of common issues a severity assessment and a notes field.
Selecting Report Issue tags the performance metrics for the call the agent is on (or was last on) with an Issue tag that IT teams can use to understand and resolve issues.
Technology performance Alerts
Agents can be notified of technology issues that may impact calls or softphone features.
Group Settings / Alerts settings can be updated to change the alert thresholds.
Read more gives agents self-fix advice.
Customer experience alerts
There are number of optional Customer Experience notifications.
The text presented to agents can be updated to match business processes.
