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Knowledge Center Nexidia Scan & Agent Assist

Nexidia Scan and Agent Assist is a tactical, real-time monitoring and decisioning solution enabling contact centers to respond immediately to emerging issues as they are happening.The solution triggers agent and supervisor alerts based on configurable events and supports escalation alerts when specific thresholds have been exceeded. Scan and Agent Assist provides real-time decisioning that enables companies to change agent behavior and maximize performance management while the call is in progress.