• Supervisor and Agent Dashboards

Displays calls in queue and agent activity, and allows supervisors to create/view reports. It also provides agents with their own dashboard that allows the agent tno see calls in queue and wait times.

• Ad-Hoc and Scheduled Reporting

Dozens of reporting options available that can be viewed for current call center activity or historically, scheduled and delivered regularly, and downloaded as a csv file.

• Monitor, Whisper, Barge-in

Allow supervisors to:

1. Listen in on a current call between an agent and a customer
2. Speak to or advise an agent during a call, without the customer hearing
3. Fully join the call, speaking to both the agent and the customer

• Dynamic Hold Announcements

When used in conjunction with a Music On Hold server, ACD provides the option to configure dynamic queue status announcements, which are played to waiting callers to advise them of their position in the queue, and the approximate time until their call will be answered.

• Configurable Agent States

Allow agents to indicate their current availability. These include a Wrap-up state which can be used by agents when completing any clerical duties after finishing a customer call.

• Call Disposition Codes

Allow agents to indicate how completed calls were resolved. Disposition Codes can be customized to fit your business.