Popular Articles
Call Center Agent Announcements
Announce to Agent is a powerful way to further assist Queue Agents in preparing for and effectively handling calls. This feature allows the system to play a message before the Queue dispatches the call to the Agent, providing Queue Agents with ...
Call Center Reports
The portal can generate custom reports about call queues. These reports will give a graphical overview of statistics for your call center over a given period of time. These reports can be about the call center, the call queues, or the individual ...
Working with Call Queues
Working with Call Queues Displaying the Call Queues Page All call queue tasks are performed from the Call Queues page. To display this page, click the Call Queues icon on the menu bar. Adding Call Queues To add call queues: From the Call Queues page, ...
Call Center Monitoring
Overview The Call Center solution provides the monitoring tools and reporting capabilities needed to manage a typical call center operation. The focus of this capability is found in the PBX portal when logged in using the Call Center Supervisor role. ...
Audio Monitoring (Listen, Whisper, and Barge)
Concept Audio monitoring is a phone feature that allows Call Center Supervisors to join a call (barge), whisper to their agent, or choose to listen into the call. Types of Audio Monitoring Join Call (Barge) - Allows the supervisor to join the call, ...