Dynamic call center agents
Call center agent can log in, log out or pause on-demand.
Web-based console
Agent or manager can answer the call or monitor the queue and agent status in real time.
In-call prioritization
Agent can transfer or adjust caller's priorities in a queue.
Customizable call queue
Caller hold time and position can be announced at configured intervals to the caller, in addition to customizable messaging.
Flexible call distribution
Policies include skill-based routing, round robin, sequential, least recent, and fewest calls to ensure calls are distributed fairly and efficiently.
Call identification
Distinctive ring pattern, caller ID, and queue name announcement can be applied so that agents can distinguish different queues when answering a call.
Call handling for queue
Call handling is customizable according to conditions such as call overflow, waiting timeout, and after business hours.
Role-based access control
Granular access control allows managers to barge in, coach, record, transfer call, and monitor queues as needed.
Service-level alert
Manager can be alerted by email, pop-up window, phone call of prolonged waiting callers to prevent unhappy customers; or too many callers (queue overflow) for agent placements.
Granular statistic on agent and call queue performance
At-a-glance snapshot on the performance of the call queue and agents, statistics data can be used for workforce management or agent performance review.
Agent activities log
Activities including log in, log out, pause, and ring-no-answer are logged.
Customizable call report
Flexible reporting feature provides the ability to generate call reporting for shift planning and trend analysis. Reports can be generated on-demand or by schedule in HTML, PDF, or CSV format.
Detailed CDR
Incoming calls are logged step-by-step in detail for ease of tracking and troubleshooting.
