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Call Center v5.4

Call Center v5.4

  • Rough draft

    • Description:

    Call Center is a highly versatile call center application, with a strong, data-driven interface and a suite of call queue management tools. Call Center provides reporting dashboards and advanced call management settings, such as the ability to add and remove agents, to customize routing strategies based on your agent team skills, to define advanced hold options and loops, and much more.

    This landing page is a collection of articles and information about the Call Center application, Basic and Pro versions. The Call Center applications have been combined into one app now, Basic and Pro use the same app, with the PRO settings being enabled when needed.

    Features of Inbound Call Queues and Outbound Call Campaigns:

    • Create multiple Call queues all with their own configurations.

    • Detailed view for agents to: Log in and start taking calls, see who else is in their queue and what is occurring, log out or mark themselves as away, See real-time statistics on their daily performance.

    • BLF (Busy Line Field) indications of current agent state (On Call, Recovery, Not Available)

    • Estimated and actual wait time tracking

    • Administrators can create and delete queues, while Managers can edit queues.

    • Enhanced features in the Queue Wizard such as, customizing your own hold treatment and agent behavior, assigning specific agents and/or managers to a queue, and many more.

    • Develop your strategy around agent behaviors and where/how they should be assigned.

    • Ability for Admins/Managers to track User and Queue metrics (Pro Feature)

    • Create and assign skills to agents to ensure that calls are routed according to agent skillset. (Pro Feature)

    • Toggle on "Pro" features in the Settings tab to enable all pro-level features, including skills-based routing, initiate callback, eavesdrop/whisper/barge, agent and queue reporting, Agent Management dashboard, and CRM integration.

    Relevant Articles: