Daily
The shift, this morning
Today, the scheduler, timesheets, the agent directory and quality assessments in one place instead of three logins.
Contact centre operations software
Workforce management, quality, training and coaching
Tiers differ by how many agents and projects you can run, not by which features you are allowed to have. Nothing below is an add-on.
What AgeniQA covers
Plan
Coverage you can defend
Training, 1:1 coaching, availability and requests, so the week is planned rather than hoped for.
Admin
The workspace, folded away
Projects, positions, users, reports and backup, there when you configure, gone from the daily strip.
Scheduler and the roster
Publish the week. See who accepted before the interval starts.
Offer shifts to agents, and see who accepted, declined or dropped. Supervisors approve swaps and leave; agents respond from their own portal.
- Week and day views, including training and 1:1 kinds
- Clock-in and clock-out against the published window
- Timesheets compared with the roster, with approval and CSV export
- Optional geofence on a site, clock-in outside it is refused
Today, the morning board
Late, no-show and short from the roster, not a slogan
Published start versus who punched in. This is attendance against the plan, not live phone presence.
- Shifts today, accepted versus required
- Leave waiting for review, open PIPs
- Queue snapshot on the same page when an ACD feed is connected
Quality programme
Scorecards, sampling intent, evaluator assignments and calibration
sessions. The evaluations themselves live on Daily → QA and on the
agent’s /me/qa.
- Criteria with pass marks and optional critical items
- Sampling rules as contacts per agent per week
- Agents can acknowledge or dispute a score
Coaching, training and PIPs
A QA miss or a KPI miss can start a coaching plan, assign training, or open a performance-improvement plan with a target and a due date.
- Coaching triggered manually, from QA, or from a KPI
- Training kinds: onboarding, product, process
- PIPs with attached evidence, then close the plan
The agent’s own day
Self-service without seeing anyone else’s file
Agents use /me. They see their shifts, own QA, own KPIs,
own PIPs and coaching, and nothing from another agent’s file.
- Accept, decline, drop or request a swap
- Clock in and out; raise leave
- Notifications for work that needs an answer
Live queues, KPIs and CX
Queue wall, interval metrics and CSAT / NPS / complaints appear when
your ACD or survey feed posts to /api/ops/ingest. Empty
until that feed exists, the pages do not invent numbers.
- Waiting, staffing, SLA, AHT, abandon on Live
- KPI rankings and below-target alerts on Performance
- CSAT, NPS, CES and complaints on CX
Isolation, roles and billing
A workspace is the unit of isolation. Named roles, named permissions, and ceilings checked on the server before a row is written.
- Per-customer sign-in, optional subdomain
- Invite by email, deactivate without losing history
- Hosted checkout; cancel at period end; invoices with PDF receipts
- Support tickets inside the workspace