|
This licences a single agent to be on-line (concurrent) and able to handle calls. An agent can log off and another agent can log on, using the same licence. If separate reports are required for the entire pool of agents, login-in only (non-concurrent) accounts can be purchased as a separate line item.
Agent Features
CLI display, Logon/logoff, Log into multiple queues, Ready/Not Ready toggle, Release call, Make call, Hold call, Transfer call, Consult, Undo Consult, Exit, Agent Status Display, Answer call, Multi-line capability, Park call, Swap call, Call waiting beep, Pick contact, Send quick text, Personal Agent Queue (PAQ), Voice-mail indication, Auto-answer, Conference, Queue Status Display, Contact History
Supervisor Features
Record On-Hold messages, Silent Monitor Agent, Real-Time Queue Statistics, Summarised Agent Statistics, 5 standard historical reports emailed daily.
Standard Routing Features - Time of Day Routing, Redirect to External Number, Two level Auto Attendant (5 options x 5 options) (A Multimedia PC with a sound card is required for the service)
A Telephone is optional, however a headset is mandatory if no phone is provided. Includes a single session of phone training.
Training - Includes a single session of phone training (approx 2 hours). Optional 1/2 day on-site training for 6 or more licences (exc. travel costs).
|
