Assessments

Complete Assessments during Active Wait Time

The call center agents you already employ are good candidates for cross-training to learn new skill sets. By assigning skill, trait and competency assessments into the agent’s Activity Queue these tasks can be completed during Active Wait time.

Intradiem integrates with any third-party application used by the contact center.  Utilize the assessment engine or your own for pushing out assessments. Intradiem creates Active Wait time and prompts the agent to begin the session while monitoring call volume and service levels to make sure the contact center remains in compliance.

How it works

• Managers and supervisors assign assessments in the Activity Queue
• Intradiem identifies pockets of idle time between customer interactions
• Intradiem pushes prompts to begin session to agents' desktops
• Intradiem links the agent to the assessment application
• Agents begin assessment sessions

Call centers utilize Intradiem to optimize operational efficiencies while finding the time to conduct important agent evaluations that help you make the most of top performing agents by turning idle time into Active Wait time.