CALL CENTER OVERVIEW - AGENTS AND "MY ACCOUNT" VIEW

The Call Center section is designed to give you fast access to the most important and frequently viewed information of your call queues. There are five components of the Call Center section:

  • My queues
  • My statistics
  • Status (Online/ Offline)
  • Active phones
  • Recent call history

NOTE: Call center supervisors must be in “My Account” view to access this version of the Call Center tab.



MY QUEUES

All call queues that you are assigned to will be listed here. Your queues will be displayed with the name, the extension number, the type of queue, the queue’s priority, wrap up time, and the number of callers waiting.



STATISTICS

This section displays important data in three graphs: My Calls Per Day (for the last 10 days), My Calls Per Hour (for the last 24 hours), and Call by Organization Source (for the last 24 hours).



STATUS

This section allows you to switch between online/offline or single-call mode. You can provide a reason for being offline such as your lunch, a meeting, a break, etc.

NOTE: When in single-call mode, you will receive one call and then automatically be put into offline mode when the call is completed.



ACTIVE PHONES

If you have multiple phones or devices that you are connected to, you can choose which devices are logged in by clicking the checkbox(es) beside the name(s) of the device(s) you want to use. When switching between devices, a pop-up message will appear confirming which device is currently active.



CALL HISTORY

You can quickly see the most recent inbound, outbound, and missed calls. Most recent calls are listed at the top.


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