Update the Do Not Call list with records that have the appropriate wrap-up code

Determine how many evaluations per hour to assign to a quality evaluator

Set up a schedule to run a daily report

Automatically assign an evaluation for all calls over 5 minutes

Determine how long to retain recordings and whether to archive or delete them

The agent may or may not complete after call work. The system will set them to Available after an interaction completes. They are responsible for setting their availability appropriately if performing After Call Work.

The agent is automatically placed into an After Call Work status and the system will automatically set them to Available when the After Call Timeout is reached. The agent may set themselves to Available if they complete their After Call Work early.

The agent is automatically placed into an After Call Work status and the system will automatically set them to Available when the After Call Timeout is reached. The agent may not set themselves to Available if they complete their After Call Work early.

The agent is placed in an After Call Work status and must manually set their status back to available when their after call work is complete.

Languages

Medians

Skills

Index Ratings

Knowledge levels

Manual Scheduling

Load based Scheduling

Automated Scheduling

All of the above

Architect

Automatic Call Distribution

Call Routing

Scheduling

Internet Explorer

Firefox

Chrome

Safari

Opera

Avant