| | Call Center Management is the main tool that call snswerers manage calls. It has an integrated phone that can perform phone operations. 1. Call monitoring and telephone screens that can be used individually
2. New generation advanced interface
3. User panel monitoring user status
4. Call panel monitoring calls
- queue panel
- active call panel
- answered call panel
- missed call panel
- ended call panel
- calls to be monitored panel
- appointment calls panel
5. Phone management screen through which phone functions are realised
- Call operations
- Basic Call Operations
- Holding calls
- Call forwarding
- Dial-up call forwarding
- Auto call answer
- Conferencing
- Recalling
- switching between calls (3modes: listening, teaching, merging into)??
- Do not disturb (DND) mode
- Multi-line support
- Instanteneous queue and online user display
6. Instanteneous texting between users
7. Privatized supervisor screens
8. Parametric keyboard shortcuts
| It is an application tool that reports the call details and provides reports for analysis. Application Features 1. General call report according to date range, call type, user name, direction of call
2. Performance reports of call answerers including the information below
a. Daily Call Count
b. Missed Call Count
c. Total Talk time
d. Log in time
e. Missed call reports according to filters as date range and user name 3. Reports of web-agents status changes (online, at lunch, break etc…)
4. Web based reporting
5. Graphic and listing reports | It is an application tool that provides searching for recorded calls and listening to audio record.
Application Features
1. The feature of filter downloading audio records depending on authorization from web interface in detail | |