About Iontas (www.iontas.com)

Iontas develops innovative performance management solutions that address the efficiency requirements of modern companies and facilitate a better working environment for all. Our enterprise management solutions address the challenges associated with employee productivity, asset management and policy adherence, ensuring that you maximize return on your investments. Iontas delivers solutions for corporate and contact center specific applications. Using our innovative data capture technology we have developed a range of reporting solutions targeted to the needs or different organizations.

Iontas' goal is to deliver innovative solutions assisting both employers and employees alike in managing and using modern day technology. Through a comprehensive development program and partner alliances, Iontas delivers a suite of integrated management tools addressing the use and deployment of PC systems, Internet and e-mail.

While there is no doubt that computers and the Internet have created many new opportunities and improved the way we work, this technology has posed new management challenges which companies are only now beginning to deal with. Within the business environment, management of telephone and computer use is increasingly important to reduce overheads and ensure resources are being used productively.

However, it's not just about employers. Employees too have faced new challenges with the adoption of technology into their working environment. Training and support have become serious elements of any new technology investment and contribute heavily to the total cost of ownership. Understanding how a company's employees use the resources available is critical to providing a complete training and support program. Addressing the needs of your employees ensures a better return on investment and improved staff moral.

To date Iontas management products have been widely adopted by leading clients including: Conduit Europe, Stream International, and British Telecom Ignite. Our team is committed to ensuring that Iontas is at the forefront of innovative people management solutions and we will continue to develop leading edge solutions to address the advent of new management challenges.

Agent Focus is a desktop monitoring solution that will let you know exactly what applications your agents are using, when and for how long through it's easy to use graphical reporting engine. Agent Focus allows you to chart agent productivity on a team or individual basis.

Key Benefits

Improved Productivity

Provide individual reports to each agent, and get them involved in the improvement process. By taking responsibility for their own actions, the agents are more likely to concentrate on work-related activity.

Establish Best Practices

Contrast the profile of the more effective employees with the group average and identify which skills are beneficial.  By closely examining the way in which your top performing agents use their PC's you can establish a "best practices" policy for all your agents.

Identify Agent Boredom, Stress or Training Requirements

If an exit interview is your first indication of agent boredom or stress then you need a better measurement of your agents' attitudes. By identifying agents that have an excessive level of game playing, personal internet usage or other non-productive activity you can spot bored agents and deal with the issue before it becomes a major problem.

Likewise, an agent that spends an unusually high percentage of his time working at his PC may be overworked and stressed, or maybe simply needs additional training.  Report on the usage of training tools, to see who makes the best use of these facilities - or indeed, who is dependent upon them.

Remote Monitoring

Agent Focus is shipped with a remote view facility, so that you can monitor an agent's screen in the same way that you may monitor a live call. Perform quality assessment for PC usage without the need to look over the agent's shoulder.

Reinforce Your HR Policy

In the modern working environment an effective  desktop usage policy is no longer a nicety. You must have a clearly defined policy that is backed up by accurate information. Agent Focus provides detailed activity logs to effectively support your personnel department. 

Maintain Company-Wide Application Usage

By providing the IT department with reports detailing the actual applications in use, by machine or by user, then they can insure that the applications in use follow company policy and are legal. Applications, including games, which are not authorized, can be quickly detected.

Simplifying Problem Resolution

Frequently the biggest problem in providing help desk support is not knowing what happened prior to a problem occurring. A detailed log facility allows the IT department to examine which applications were opened and  the sequence of events leading up to the problem. 

The remote view facility can also be used to remotely control an agent's PC so the support team can resolve more problems with less desk visits.

MAIN FEATURES

• Central database of all information
• Individual, team based or site wide reporting
• Graphical reporting, including timeline productivity reporting
• Log files for detailed analysis - including search facility
• Pre-defined sets of reports
• User driven reporting wizard
• Archiving facility for historical data

How It  Works:  

Agent Focus has three different sections - The client, the data manager and the reporting console.

The client software runs on each agent's PC and captures details of every application being used. Details help include: the machine name; the user login; the name of the application; the text from the window title bar - URL for internet usage; and the total amount of active time within a specified time frame. This information is held in a locked and encrypted format and is regularly uploaded to a central server.

The Agent Focus client is highly effective and uses very small amounts of system resources, insuring that there is little to no impact on the monitored agent.

The data manager decrypts the information and stores it in a space efficient format in an ODBC compliant database.

The reporting console is used to interrogate the database. A complete set of standard reports is available, as well as a report wizard to enable you to create your own. Alternatively, you can use third party tools supplied by your IT department.

The remote viewing facility has two components: WinVNC, which resides on each agents' PC and VNCviewer, which is installed with the reporting console. 

www.iontas.com