Basic Info

• Name
• Ext. / # / Buy

Configuration

• 5 Queue Routing
• Hold Treatment audio file
• Timeout
• Queue Call Limit
• Timeout if empty
• Escalation queue
• Escalation call flow after the timeout
• Additional options for Hold  (see below)
• Record all calls in queue

Routing Strategy

• Most Idle
• Least Calls Handled
• Least Offered made
• Round Robin
• Skill-based (Loose)
• Skill-based (Strict)

Hold Treatment

• Media File
• Announce Position
• Announce Wait
• Pause
• Build your own order

Agent Behavior

• Agent Connect Timeout
• Force Away on Rejected/Missed
• Agent Recovery Time
• Allow Recovery Time Extension
  • Allow Unlimited Recovery Time Extensions

Member Assignment

• Drag from Member list to queue
• List previews how many queues member is already assigned to
• Members list in new window
• Agents and Managers displayed in the same list

Agent Summary bar

• Total Calls
• Missed Calls
• Calls Handled

List of queues page status preview

• Agents Active
• Longest Wait
• Calls in Queue
• Missed Calls(removed)
• Abandoned Calls
• Paused / Activate button
• Agents Ready
• Agents Busy
• Agents Away
• Call Handling performance bar

Queue Reporting -

Activity Logs

• Shows all events in queue
• Search by agent, event, phone #
• Filter by Activity
• Sort by a single agent or all agents
• Download .csv or print results

Queue Reporting -

Member List

• Name
• Role
• Status
• Handling
• Session length
• Time Marked as away
• Assign Skills
• Sort high to low on any variable

Queue Reporting -
Calls in queue

• Review calls in list
• Admins and Managers can
  • Eavesdrop
  • Whisper
  • Barge 

Performance Reports

Activity Breakdown

• Filter by agent and/or queue
• Shows current session
• Compare multiple Agents or single agent, multiple queues
• Download .csv or print results

Call Center Members Summary

• Display list of members
• Add available users as member
• Summary shows
  • member
  • session duration
  • Assigned Queues (# + name)
  • Call recording on / off
  • Skills tags
• Manage / Edit Skills
  • Use 1 or more rules
  • Assign multiple skill tags per agent
  • Set loose/strict criteria in routing strategy

User Interface

• Configuration in multi-screens / Steps using a Wizard style setup