ADMIN
FRONT PAGE SUMMARY DASHBOARD SHOW INFORMATION
FOR BOTH INBOUND & OUTBOUND IN REAL TIME …
… AS WELL AS THE AGENT DASHBOARD
ALL SETTINGS RELATED TO INBOUND ARE IN A SPECIFIC
MODULE
FRONT PAGE OF THE INBOUND MODULE SHOWS THE STATUS OF EACH
INBOUND CHANNEL
SETTINGS AND PRIORITIES CAN BE SET BY CHANNEL
ALL POSSIBLE SKILLS CAN BE ADDED FLEXIBLY BY THE USER
AGENT SKILLS CAN BE SET FROM LEVEL 0 TO 10 AND CALLS ARE ROUTED IN ACD ACCORDINLY
WELCOME ANNOUNCEMENTS AND PERIODIC ANNOUNCEMENTS CAN
BE UPLOADED BY THE USER
FOR THE EMAIL CHANNEL, ADMIN CAN ALSO READ & ALLOCATE EMAILS
MANUALLY TO INDIVIDUAL AGENTS
NOTE
ALL FEATURES RELATED TO REPORTING, CALL TRACKING, CALL
RECORDINGS, CAMPAIGN MANAGEMENT, MANUSCRIPTS ETC
ARE ALSO AVAILABLE FOR THE INBOUND CHANNELS
MULTIPLE STANDARD WAYS TO INTEGRATE TO
3RD PARTY TICKETING SYSTEMS & CRM
AGENT
AGENT CAN WORK IN THE BLENDED MODE OR SIMPLY WAIT FOR
NEXT CALLER
AGENT CAN ALSO RECEIVE AND SEND EMAILS FROM THE QUEUE
CUSTOMER CARD, CALLBACKS, CALL RESULTS ETC. ARE ALL AVAILABLE I
N ALL CHANNELS INBOUND/OUTBOUND/EMAIL/CHAT/ETC
AGENT CAN ALSO ACCESS ALL ”UNFINNISHED WORK” (E.G., CALLBACKS,
UNHANDLED RECERVED EMAILS, ETC.)