Call Center Pro - Overview and Highlights

Owned by Eric Ronhovde
Sept 23, 2022

Description:

This article will show you how to do the following:

  • General Overview of the Call Center Pro application

Overview:

The Call Center Pro application offers more features and functionality than ever before. Its streamlined UI enables enhanced execution of everything from call handling for agents to queue management for admins. Call Center Pro’s capabilities provide a powerful and extremely versatile call center option for your clients, with a strong performance dashboard. From improved queue interaction and a new call experience to increased manager enablement, Call Center Pro offers all the features and functionality needed for a successful call center. With the Call Center Pro app, you can: 

  • Create queues, and set up call center environments directly in the app.
  • View a user’s assigned queues, status in each queue, call information for each queue, and other agents assigned to queues.
  • Get a comprehensive overview of all call center users, including status, role, assigned queues, and any assigned skills. 
  • Create customized skills and utilize skill tagging to easily assign skills to members in one click.
  • Ensure call quality through the built-in barge and whisper capabilities.

Highlights

Queue Performance at a Glance

Categorized information gives a clearer understanding of a user's assigned queues, their status in each queue, number of Calls In Queue and abandoned by queue, and other agents assigned to queues and  their statuses. 

Queue Inspector

The new queue inspector allows users to open a queue and view any currently waiting calls, what members are assigned to that queue plus their status, and the activity logs for that queue.

Status Control Mechanism

Users will control their statuses, this can affect all queues that they are assigned to, or individual queues.

A New Call Experience

The call details drawer brings incoming calls to the forefront, allowing members to see crucial information regarding that call. The drawer is hidden when there is no active call, freeing up screen space for a cleaner and more efficient interface.

Increased Manager Enablement

Experience better user management through an overview of all call center members, their current status, roles, assigned queues, and skills.

Performance Insight

Managers can now look up performance metrics for the agents they are responsible for, and agents can stay informed of their own performance.

Call Center Member Pool

Administrators can tag system users as call center members and assign them a role (agent or manager). From there, skills can be assigned to members and members can be assigned to queues.

Queue Creation Workflow

A friendly and more guided experience for creating queues and setting up call center environments.

Queues Overview

  • Queue Name, Status, and Extension
  • View Queue Performance
    • Longest Wait
    • Calls in Queue
    • Abandoned
  • Agents Ready, Busy and Away
  • Call Handling
  • Sort by All Queues, Active, or Paused
  • Pause All Queues
  • Create New Queue
  • Edit Status: Ready, Mark as Away (Reason Optional), or End Session 
  • Search for a Queue

Queue Details

  • Queue Name, Status, Extension
  • Mark Queue as Active or Pause Queue
  • View Queue Metrics
    • Longest Wait
    • Calls in Queue
    • Abandoned Calls
    • Agents Ready
    • Agents Busy
    • Agents Away
    • Missed Calls
    • Handled Calls
  • Edit Queue Settings
  • Delete Queue
  • Calls in Queue
  • View Member Name, Role, Status, Call Handling, Session Duration, Time Marked as Away, Skills
  • Manage Members
  • Search for Member
  • View Queue Activity Logs
  • Search by Event, Agent or Phone Number
  • Filter Queue Activity
  • Download or Print Queue Details

Performance

  • Select Agent
  • Select Queue
  • Select Duration/Session
  • Add Row to compare agent’s performance within queues, or compare multiple agents
  • Call Handling Metrics by Agent 
    • Total Calls
    • Missed Calls
    • Handled Calls
  • Activity Breakdown by Agent
    • Total Session Activity
    • Time Marked as Away
    • Time Marked as Ready
    • Time In Call
    • Time In Recovery
  • Download or Print Activity logs

Call Center Members

  • View Call Center Member Details
    • Member Name
    • Session Duration
    • Number of Assigned Queues
    • Names of Assigned Queues
    • Skills
  • Enable/Disable Call Recording by Member
  • Search for Member
  • Manage Members
    • Add or Remove Call Center Members
    • Configure Queue
  • Manage Skills
    • Add/Remove Skills
    • View Members and their Assigned Skills
    • Search for Member
    • Skill Tag Editor
      • View All Skill Tags
      • Create New Skill Tag

Create New Queue

  • Name and Assign Extension to Queue
  • Configure Queue
    • Call Limit
    • Queue Timeout
    • Display Agents to others/Agents
    • Zero (0) out to callflow
    • Timeout Immediately if Empty
    • Record all Calls in Queue
    • Escalation Queue
    • Escalation Callflow after Timeout
  • Call Routing
    • Most Idle
    • Least Offers Made
    • Least Calls Handled
    • Round Robin
    • Skill Based (Strict)
    • Skill Based (Loose)
  • Hold Treatment
    • Announce Position
    • Announce Wait Time
    • Pause
    • Play Media File
  • Agent Connection
    • Agent Connection Timeout
    • Force Away on Rejected/Missed
  • Allow Recovery Time
  • Allow Recovery Time Extension
  • Allow Multiple Extensions
  • Assign Members to Queue