Call Center Reports – Supervisor

WONDEVELOPERBusiness Apps, Call Center Supervisor, Help Topics

Home | Uncategorized | Help Topics | Business Apps | Call Center Supervisor What you need to know: ProConnect Call Center provides reporting functions for supervisors to report on activity and performance of agents and call centers under their supervision. MENU Introduction 1. Running Reports 2. Report Parameters 3. Schedule Reports 4. Manage Scheduled Reports Introduction ProConnect Call Center provides … Read More

Managing Agents from the Call Center

WONDEVELOPERBusiness Apps, Call Center Supervisor, Help Topics

Home | Uncategorized | Help Topics | Business Apps | Call Center Supervisor What you need to know: This article covers how to manage agent’s ACD states, silently monitor agents calls. MENU 1. Select Agents to Monitor 2. Agent Phone and ACD States 3. View Agent’s Details 4. Change agent ACD state 5. Silently Monitor Agent’s Call 6. Pick Up … Read More

Managing Contacts from the Call Center

WONDEVELOPERBusiness Apps, Call Center Supervisor, Help Topics

Home | Uncategorized | Help Topics | Business Apps | Call Center Supervisor What you need to know: This article provides details on several Call Center Supervisor related topics. 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 … Read More

Managing Calls from the Call Center

WONDEVELOPERBusiness Apps, Call Center Supervisor, Help Topics

Home | Uncategorized | Help Topics | Business Apps | Call Center Supervisor 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 … Read More

Managing Queued Calls

WONDEVELOPERBusiness Apps, Call Center Supervisor, Help Topics

Home | Uncategorized | Help Topics | Business Apps | Call Center Supervisor 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 … Read More

Call Center – View Statistics

WONDEVELOPERBusiness Apps, Call Center Supervisor, Help Topics

Home | Uncategorized | Help Topics | Business Apps | Call Center Supervisor 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 … Read More

Call Center Settings – Supervisor

WONDEVELOPERBusiness Apps, Call Center Supervisor, Help Topics

Home | Uncategorized | Help Topics | Business Apps | Call Center Supervisor 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 … Read More