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Business Specific Guides
Contact Center Monitoring and Reports
The PBX.io WebCentrex Contact Center solution provides monitoring tools and reporting capabilities. Let's take a look... Definitions Call Center Supervisor Scope - An access level of the PBX Portal that is normally assigned to a Call Center Supervisor. Home Page/Dashboard - The screen displayed when you first log into the PBX Portal with call center supervisor scope. This is also accessible to users of higher scope than call center supervisors. Stats Grid - The custom stati
Contact Center Call Queues (ACD)
Definitions There are four types of call queues used in a Contact Center: Round-robin (longest idle) – this type of queue routes callers to the available agent that has been idle longest. Ring All – this type of queue routes callers to all available agents at the same time. Linear Hunt – this type of queue routes callers to the available agents in a predefined order. The order is defined when editing the queue's agents. Linear Cascade – this type of queue routes callers to groups of
Announce to Agent is a powerful way to further assist Queue Agents in preparing for and effectively handling calls. Definitions Request Confirmation - a feature which allows the system to query a callee to find out if they would like to accept the call or let the call return to its previous destination. Rules Request Confirmation must be set under the Queue Agent inside the Edit Agents area of the Call Queue for the system to actually play the Announce to Agent. Example
How Can I Transfer a Call Straight to Voicemail?
Super easy! Simply press transfer and enter 03 + the extension number. IE: If you are trying to transfer straight to Extension # 201's voicemail, you would enter "03201" and then press enter/send/transfer (depending on your phone).
Audio Monitoring (Listen, Whisper and Barge)
Concept By utilizing the new features of Join Call / Whisper / Listen Only users, Call Center Supervisors or Managers, are able to monitor and manage agent Rules These audio monitoring features are only available to users with a scope of a Call Center Supervisor. Join Call / Listen Only are available on all calls; on net to on net, on net to offnet. Whisper only works for a call by an agent/employee (on net) connected to a call that is offnet. The call can be inbound or outbound