Call Center – View Statistics

WONDEVELOPERBusiness Apps, Call Center Supervisor, Help Topics

Home | ProConnect UC-One Desktop – Getting Started What you need to know: The Dashboard allows you to see Call Center Statistics, including calls in queue and agent status in real-time. MENU Introduction Call Center provides you with real-time information about supervised agents and queues.  This information is displayed in the Dashboard. 1. Display Dashboard The Dashboard is launched in … Read More

Agent Reports

WONDEVELOPERBusiness Apps, Call Center Agent, Help Topics

Home | Cisco 8841 – User Guide What you need to know: Call Center provides reporting functions to agents. Reporting provides Call Center agents historical information about their call center performance which allows them to know their statistical performance as a call center agent. Agents can only generate reports about their own activity. MENU 1. Running Reports Input parameters include: … Read More

Managing Calls – Agent

WONDEVELOPERBusiness Apps, Call Center Agent, Help Topics

Home | Cisco 8841 – User Guide What you need to know: This section describes the operations you can perform to make and manage calls. MENU Getting Started This section describes the operations you can perform to make and manage calls. Your current calls are displayed in the Call Console with the calls currently involved in a conference displayed in … Read More

Managing Contacts – Agent

WONDEVELOPERBusiness Apps, Call Center Agent, Help Topics

Home What you need to know: This article provides details on the Call Center Agent related topics shown on left navigation. MENU 1. View Contacts 2. Organize Contacts 3. Search for Contacts 4. Manage Personal Contacts and Speed Dials 1. View Contacts Call Center allows you to select directories to display in the Contacts pane, show or hide directory contents, … Read More

Monitoring Supervisors

WONDEVELOPERBusiness Apps, Call Center Agent, Help Topics

Home What you need to know: This article provides details on the Call Center Agent related topics shown on left navigation. MENU 1. Select Supervisors to Monitor 2. Escalating calls to supervisors 1. Select Supervisors to Monitor The System allows you to monitor the phone state of selected supervisors (up to 50). This is useful when you are escalating a … Read More

Call Center Settings

WONDEVELOPERBusiness Apps, Call Center Agent, Help Topics

Home | Cisco 8841 – User Guide What you need to know: Click the Settings link at the top right-hand side of the main page to configure various aspects of the Call Center application. To return to the main interface, click the Back To Application link. MENU Introduction Click the Settings link at the top right-hand side of the main … Read More