Employees management
Oxon’s Employee management
structure
There are 3 general levels in the Oxon system: supervisor, team leader and team. Depending on these levels, we designed 2 different softwares: software for managers/teamleaders and software for workers/agents.
Supervisor
The supervisor manages all the processes, tasks and adjustments. The dashboard with real-time performance, reports, and analytics figures is available for Supervisors.
Teamleader
The team leader has almost the same facilities, he/she works with reports, dashboards, and analytics as well but with restricted access privilege. The team leader manages teams.
Team
The team consists of agents, who work directly with the clients on making or receiving calls, making chats, mailing with clients and so on. Every agent's performance is displayed for team leaders and supervisors in real-time.
Software for agent:
Agent
Communicates with customers through all communication channels
Easy to use interface
We created a system that does not require long onboarding. An agent can learn everything just opening a desktop and navigating!
All channels in one window
The agent does not have to change between windows and tabs anymore and can find answers faster
Customer information & historical timeline
All customer information from every communication channel is pulled in one place to help you see the better view
Software for team leader:
Team leader
Used by team leaders of the company as well as directors and executives.
Creates & manages workflow
You can create scripts, message templates and other tools for agents to use. The team leader can also see all upcoming tasks and manage them
Analyzes agents’ performance
See all real-time and past analytics. Manage them by campaigns, groups or agents. Get all the reports you need to see how your teams are performing.
Sees customers’ problems & satisfaction levels
Manage all the ticket history to get insights into the most common problems and see result graphs showing customer satisfaction
All-in-one
The OXON platform is created to have customer interaction across phone, web-chat, email, and social networks connected within a single place.
It’s a beautifully simple system for tracking, prioritizing, and solving Customer Support tickets.
HRM & CRM
Oxon is not just a classical support center; it’s also a stack of powerful tools for workflow management and customer relationship management. With Oxon, you can collect and process data for analytical reports, track employee activity and performance and many more other things. Learn more
