Call Center Agent and Supervisor Desktop Clients

Call Center Agents

Agents are Hosted VoIP users who service the calls from the ACDs that they have been assigned to. Each agent runs the client application. Following are the Call Center Agent features:

• Call Control functions – Auto Answer, Hold, Transfer, Conference, and Supervisor Escalation
• Escalates emergency calls to a supervisor
• Transfers calls to another ACD
• Agent to agent transfer – Camp on
• Agent State Control functions – Agent Join/Un-join, Available, Unavailable, and Wrap-Up
• Marks itself as Available or Unavailable
• Marks itself in Wrap-Up
• Auto Screen pop-ups – Incoming calls pop up on a web interface showing information associated with the incoming call such as the originator and ACD information
• Auto Dialer – Via Outbound Click-to-Dial and Outlook Directory Integration
• Agent Activity Report – Agents can see real-time statistics directly on desktop - Reports on the agent’s ACD activity

Call Center Supervisors

With the Call Center Supervisor client application, supervisors gain superior management capabilities to monitor agent calls and to determine training gaps and requirements. With the advanced reports available through the Call Center solution, supervisors can determine appropriate staffing levels to manage costs while still handling busy hours effectively.

Preset reports show agent availability, call duration, login/logout actions, and agent call close times. Other reports, some of which are available to agents as well as supervisors, show caller activity such as call abandonment rates as well as the averages for time to answer, wait time, and call duration.

Supervisors are Hosted VoIP users who are responsible for multiple ACDs and agents who service those ACDs. They can act (optionally) as agents as well. Each supervisor is assigned the Supervisor client that provides the necessary capabilities to perform the supervisor role. Some of these features are:

• Agent and Queue Monitoring and Manipulation
• Ability to see and manipulate calls inside an ACD
• Supervisor view queue and supervised agents status
• Supervisor can call its assigned agents directly
• Supervisor Barge-in
• Real-time Reports
• Access to real-time reports about ACDs and agents
• Access to historical reports about ACDs and agents
• Real-time Agent and Queue Dashboard
• Ability to see the status of agents they are supervising

For further assistance or to start your VoIP Call Center service, please contact a Velocity Networks sales representative at 1-800-626-6515 or by clicking here.