Home | Call Center | Page 7 What you need to know: This section describes the operations you can perform to make and manage calls. MENU Getting Started 1. Placing Calls, Answer and End Calls 2. Hold or Resume 3. Transfer Calls 4. Manage Conference Calls Getting Started This section describes the operations you can perform to make and manage … Read More
Managing Queued Calls
Home | Call Center | Page 7 What you need to know: This article provides details on Call Center Supervisor’s capabilities. MENU 1. Queued Calls Pane 2. Monitoring Agents 3. Silently Monitoring 4. Changing Agent’s ACD States 5. Supervisor Barge-In 6. Managing Queues 7. Retrieving Calls from Queues 8. Night Service & Forced Forwarding 9. DNIS and Priority Queuing 1. … Read More
Call Center – View Statistics
Home | Call Center | Page 7 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 1. Display Dashboard 2. Queue Information 3. Agent Information 4. Select Information to Display Introduction Call Center provides you with real-time information about supervised agents and queues. This information … Read More
Call Center Settings – Supervisor
Home | Call Center | Page 7 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. MENU Introduction 1. General 2. Application 3. Services 4. Plug-Ins 5. Report 6. About Introduction Click the Settings link at the top right-hand side of the … Read More
Introduction to ProConnect Call Center Supervisor
Home | Call Center | Page 7 What you need to know: ProConnect’s Business Call Center is a carrier-class communications management product fully integrated that provides Automatic Call Distribution functionality. MENU Introduction 1. Getting Started 2. Explore Workspace 3. Logo Pane 4. Call Console 5. Contacts Panel 6. Queued Calls Panel 7. Supervisor Dashboard 8. Call States and Actions Introduction … Read More
Agent Reports
Home | Call Center | Page 7 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 1. Running Reports … Read More
Managing Calls – Agent
Home | Call Center | Page 7 What you need to know: This section describes the operations you can perform to make and manage calls. MENU Getting Started 1. Placing, Answer and End Calls 2. Hold or Resume 3. Transfer Calls 4. Manage Conference Calls 5. Escalate Calls Getting Started This section describes the operations you can perform to make … Read More
Managing Contacts – Agent
Home | Call Center | Page 7 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 … Read More
Monitoring Supervisors
Home | Call Center | Page 7 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 … Read More
Introduction to Call Center Thin Client Application – Agent
Home | Call Center | Page 7 What you need to know: ProConnect’s Business Call Center is a carrier-class communications management product fully integrated that provides Automatic Call Distribution functionality. MENU Introduction 1. Getting Started 2. Explore Workspace 3. Logo Pane 4. Call Console 5. Contacts Panel 6. Call States and Actions 7. Controls 8. Call Action Buttons Introduction Consolidated … Read More