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Social Media Integration, Real Time Analytics and Reports and Automatic Call Distribution


Dashboard - Account

The Dashboard-Account provides an overview of the contact center’s reports:

  • Total Calls received is shown in a chart diagram.
  • Queue reports and Hourwise call received by the agents.
  • Dispositions of the call for the tagging of customer’s concerns.
  • The Dashboard-Real-Time

  • Dashboard-Real-Time shows the live status of agents accepting call, calling customers, agents on brake and agent’s account status
  • Agents

  • shows specific parameters on the agent’s: Total Session Time, Total Call Time, Average Talk Time, etc.
  • Queue Status

  • shows the status of customers in the waiting queue and agents handling calls from queue.
  • shows the status of customers in the waiting queue and agents handling queue.
  • Campaign Status

  • shows the over total/average time reports and abandoned call ratio.
  • shows also the list of dispositions the agents tagged after a call.
  • Live Calls Status

  • shows the live duration of the calls and categorized into inbound and outbound calls.
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    List of Features

    Dashboard

    Outbound Job Scheduler

    Music On Hold (MOH)

    Theme Selection

    Configurable Scripts

    Call Conference

    Ticketing System

    Week Off Mode

    DID Management

    Sticky Agent

    Multi Users Login

    DNC Control

    Answering Machine Detection

    Multi-lingual Support

    Advanced Dialers

    Voicemail

    Call Transfer

    Automatic Missed Call

    Time Based Inbound Call Routing

    Holiday Mode

    Easy to Configure Call Routing

    Barge-in/Coaching/Whisper

    Recording Playback & Download

    Abandoned Call Dialing

    Call Disposition Details

    Trunk Management

    Real Time Queue & Agent Status

    Campaign Management






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