A customer is waiting. In queue, listening to music, and waiting for the call to be routed to an agent. Which mechanism controls what happens while the customer is wafting In the queue?
What provides built-in real-time and historical reporting capabilities for the call center, Including, reports tor Splits/Skills, Agents, Vector Directory Numbers (VDNs) and trunk Groups?
A customer wants the ability to track the call types for Automatic Call Distribution (ACD) calls answered by agents. These call types will be defined by the customer. Which call center feature can the customer use to track their defined call types?
Agents/supervisors want to have the ability to login/logout of splits/skills, change their work mode, and perform service observing. What is used to facilitate this ability?
A call center operations manager wants agents to manually enter a code to identify the reason for being in auxiliary (AUX) work status. Which feature must be activated on the system-parameters customer-options to allow this?
