Capabilities
01
Queues & skills routing
Priority queues, skill groups, overflow and callback strategies matched to your service levels.
02
Agent & supervisor views
Agent state control, live wallboards, silent monitor and coach modes for supervisors.
03
Recording & QA
Policy-based conversation recording with secure storage, playback and retention controls.
04
Workforce scheduling
Erlang C based forecasting and shift planning sized to your interaction volumes.
05
Reporting & analytics
Service level, abandonment, ASR/ACD and agent productivity reports out of the box.
06
CRM & API integration
Screen-pop and interaction data pushed to your CRM through webhooks and REST APIs.
Related
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