Altigen Advanced Call RouterTM Manual do Utilizador descarregar pdf (Página 5)

AltiGenIP‐PBXFeature

Overview



IntegratedCallCenter

AltiGen’scosteffectiveyetpowerfulcallcenterapplicationautomaticallyrouteinboundcallstotherightpersonordepartment–

firsttime,everytime.RoutecallsbyCallerID,DNIS,AgentAvailability,CustomerPriority,andmore.TheintegratedCallCenter

Supervisormoduleallowsyoutostayincontrol,monitoringlines,queuesand

workgroups–evenmonitor,coachandjoincallsto

maximizethememberserviceexperience.



ACD

AltiGenhasAdvancedCallQueuingandAutomatedCall

Distributioncapabilitiesformanagingmembers’callsinto

workgroupsformemberservices,collections,andlending

departments.



• FlexibleAutomaticCallDistributionoptions

• SkillsBasedRouting

•

SupportforRemoteAgents

• Agentscanlogintomultipleworkgroups



AgentSoftware

AltiAgentisaWindowsdesktopclientapplicationdesignedto

improvetheagentperformanceinaworkgroup,Contact

CenterorCallCenterenvironment.



• ViewtheWorkgroup/ACDqueue

• Monitorworkgroupstatus

• Viewtheircurrentperformancestatistics



• ControltheirAgentStatevialogin/logout/wrap‐up



SupervisorCapabilities

AltiSupervisorgivesworkgroupmanagerstherighttoolsettoeffectivelymanagetheirworkgroupqueue.



QueueManagement

• Monitorthequeue

• Pickcallsoutofqueue

• Reroutecalls“onthefly”

• ViewAgentStates



SupervisorMonitoring

•

SilentMonitor

• SupervisorCoaching/“Whisper”

• Barge‐In

•

QueueAlerting



ReportingCapabilities

AltiReport is a web‐based reporting application that can  generate up to 40 detailed CDR reports, including personalized reports

accordingtoagent,workgroup,andDNIS.Areportsummaryandanalysisisalsoavailableforeachreport.



AltiReportsupportsmultipleusersthroughuniquelogincredentials.Eachusercansetup

customizedqueries,maintain"favorite"

reports,andsetupautomaticreportdeliveryviaemailthroughcustomizedschedules.



1 2 3 4 5 6 7 8 9 10 ... 15 16

Comentários a estes Manuais

Sem comentários

Altigen Advanced Call RouterTM Manual do Utilizador Página 5

Comentários a estes Manuais

Manuais e produtos relacionados com Redes Altigen Advanced Call RouterTM