The Hosted Voice Call Center module offers the following features:
- Agent Queue Status – Use the web portal to view and control the call queues to which a call agent is currently assigned.
- Agent Availability Status –Quickly change agent availability status through the web portal or through the use of star codes on the call agent phones.
- Multiple Call Queues – Manage several call queues simultaneously and make use of skills-based routing to the right agents for the right reasons.
- Log In/Out of individual call queues – Quickly log in and out of all call queues or individual queues as needed.
- Custom Queue Hold Music and Call Announcement – Record and upload multiple Music on Hold (MOH) files for different call queues. Record introduction greetings for callers to hear before routing an incoming call.
- Skills-Based Routing – Set up tiered call routing based on the skill levels of the available call agents.
- Automatic Callback – Give a caller the choice to have their call returned automatically as soon as a call agent is available, which reduces overall hold time.
- Real Time Supervisor Dashboard –Use the supervisor-level Call Center dashboard to view and manage call queues and call agent settings, reports, and statistics.
- Supervisor Listen/Coach – Listen to current call activity, which helps supervisors provide valuable call-agent coaching opportunities.
- Call Recording and Storage – Ensure customer calls are recorded for training or legal purposes.
- Record Call Dispositions – Add call resolution detail and notes for each call handled.
- Call Statistics – View important call-agent and call-queue statistics in visual format for a specified range of time or as a snapshot view.