As 100% cloud-based contact center solution Stratus Agent leverages the investment into Microsoft Teams and makes customer service part of the company-wide communication strategy. Employees use Microsoft Teams as their single application for internal as well as customer communications. Custom workflows, skill-based routing and real-time reporting add speed and adaptability to process optimization. Context information, such as customer data, easy access to internal experts and the intuitive user interface empower every employee within the company to serve customers confidently and professionally.
Design Limitation on Microsoft Teams Web Client
The Teams Web Client currently has a known limitation that sends a lot of incorrect status updates especially when refreshing the page in your browser. This has a noticeable impact on how Stratus Agent handles Agent presence, availability and reporting features.
Causes and Workarounds
Microsoft treats web-based Teams Clients presence status changes differently and with seemingly lower priority. The effects include:
- User sporadically appearing as offline.
- Spontaneous switch to an erratic presence status which is apparent in logfiles.
- Multiple status updates within only a few seconds, which increases when user is refreshing the Teams chat window within the browser.
→ Until this is resolved by Microsoft we strongly advise to exclusively use a locally installed Teams Client App for all productive users of your organization.
Highly Customizable Frontend
The Web FrontEnd of Stratus Agent is highly customizable, allowing you to create team Walls with Frontend Widgets and Groups completely to your liking, showcasing either agent or service related details at a glance with only relevant columns and data displayed according to your preference.
When a CRM, ERP, or ticket system is integrated with Stratus Agent, customer-specific information is displayed directly in a context window or launched via URL when calls or chats are accepted. An URL or external App may also be opened directly for agents upon receiving a call.
All conversations generated within Stratus Agent can be recorded and archived using Verint Verba’s integrated Collaboration Compliance Recording solution. Verint Financial Compliance optimizes communication recording, analysis and control. It offers comprehensive features for recording conversations.
Learn more about Recording on our official Website
Dashboards & Reporting
Stratus Agent contains customizable web-based dashboards for agents and supervisors, as well as public wallboards. The widget-based supervisor dashboard delivers real-time agent status and services as well as many more interaction and control options. Additionally, the entire Contact Center history, including Customer Journey and graphically processed service views, can be retrieved at any time. All information which is relevant for Reporting can be stored in a company-own data warehouse and, together with the provided standard reports, analyzed on the basis of Microsoft Excel or Microsoft PowerBI.