Call History
The ability to look at detailed call history data (CDR) at various levels of the organization.
Contact Center Features
Call Queue
The ability to place groups of agents into queue(s) in order to answer inbound calls in a particular sequence. Available sequences are: Ring All, Round Robin, Tiered Round Robin, Linear Hunt, & Linear Cascade.
Agent Queue Membership – Login/Logout
The ability for a Contact Center Agent to log in/out of a Queue.
Agent Queue Membership – Login/Logout Read More »
Queue Wait Time/Position
The ability to tell the caller their estimated wait time and/or position in queue, while on hold.
Queue Wait Time/Position Read More »
Agent Simultaneous Calls
The ability to define the number of simultaneous Queue calls an Agent may handle on a per-Queue basis.
Agent Simultaneous Calls Read More »
Agent Simultaneous SMS
The ability to define the number of simultaneous SMS sessions an Agent may handle on a per-Queue basis.
Agent Simultaneous SMS Read More »
Agent Wrap Time
The ability to assign an automatic delay between handled calls. This is useful when Agents need to finish entering data into a CRM system. Agent can manually bypass Wrap Time using Availability feature.
Call Graphs
Reseller and Domain call graphs showing the average, max, and minimum calls handled within a given timeframe. Additional usage statistics provide total and peak usage for the current and previous months, both for the Reseller or an individual Domain.
Contact Center Analytics
Dashboards for display within the Contact Center for large-scale viewing.
Contact Center Analytics Read More »
