Call Center
How Do I Use Call Center Reporting?
In this article: Stats Grid Call Center Reports Queue Stats Queue Statistics Definitions Agent Statistics Agent Statistics Definitions Agent Availability Dialed Number Identification Service (DNIS) Statistics DNIS Statistics Definitions Abandoned ...
How to configure Call Center Report Emails
Report Emails Call Center Email Reports can be set up from a Call Center Supervisor login. Procedure Log into the Portal with a scope of Call Center Supervisor and navigate to the Call Center screen. Select the new Reports sub-menu Email Reports. ...
Audio Monitoring (Listen, Whisper, and Barge)
Concept By utilizing the new features of 'Join Call'/'Whisper'/'Listen Only', Call Center Supervisors are able to monitor and manage agents. Definitions Barge-In - allows the user listening into the call to have a 2-way conversation with both the ...
Contact Center Agent Announcements
Agent Announcements Concept Rules Example Configure the Feature in the PBX Portal Configure Announce to Agent Message Configure a Queue Agent’s Request Confirmation Attribute Concept Announce to Agent is a powerful way to further assist Queue Agents ...
Contact Center Monitoring and Reports
Reports Overview Rules Home Screen Call Center Reports Queue Statistics Agent Statistics Agent Availability DNIS Statistics Abandoned Calls Overview The Compudile WebCentrex Contact Center solution provides the monitoring tools and reporting ...
Queue Analytics (Wallboard)
What is Queue Analytics? Queue Analytics (referred to as Wallboard) allows you to manage, share, and customize Queue/Agent statistics dashboards in one convenient location. How to access Queue Analytics Queue Analytics is accessible for Call Center ...