Altigen Advanced Call RouterTM Manual de usuario descargar pdf (Pagina 5)

AltiGenIP‐PBXFeature

Overview

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IntegratedCallCenter

AltiGen’scosteffectiveyetpowerfulcallcenterapplicationautomaticallyrouteinboundcallstotherightpersonordepartment–

firsttime,everytime.RoutecallsbyCallerID,DNIS,AgentAvailability,CustomerPriority,andmore.TheintegratedCallCenter

Supervisormoduleallowsyoutostayincontrol,monitoringlines,queuesand

workgroups–evenmonitor,coachandjoincallsto

maximizethememberserviceexperience.



ACD

AltiGenhasAdvancedCallQueuingandAutomatedCall

Distributioncapabilitiesformanagingmembers’callsinto

workgroupsformemberservices,collections,andlending

departments.



• FlexibleAutomaticCallDistributionoptions

• SkillsBasedRouting

•

SupportforRemoteAgents

• Agentscanlogintomultipleworkgroups

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AgentSoftware

AltiAgentisaWindowsdesktopclientapplicationdesignedto

improvetheagentperformanceinaworkgroup,Contact

CenterorCallCenterenvironment.

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• ViewtheWorkgroup/ACDqueue

• Monitorworkgroupstatus

• Viewtheircurrentperformancestatistics

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• ControltheirAgentStatevialogin/logout/wrap‐up

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SupervisorCapabilities

AltiSupervisorgivesworkgroupmanagerstherighttoolsettoeffectivelymanagetheirworkgroupqueue.

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QueueManagement

• Monitorthequeue

• Pickcallsoutofqueue

• Reroutecalls“onthefly”

• ViewAgentStates



SupervisorMonitoring

•

SilentMonitor

• SupervisorCoaching/“Whisper”

• Barge‐In

•

QueueAlerting



ReportingCapabilities

AltiReport is a web‐based reporting application that can  generate up to 40 detailed CDR reports, including personalized reports

accordingtoagent,workgroup,andDNIS.Areportsummaryandanalysisisalsoavailableforeachreport.

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AltiReportsupportsmultipleusersthroughuniquelogincredentials.Eachusercansetup

customizedqueries,maintain"favorite"

reports,andsetupautomaticreportdeliveryviaemailthroughcustomizedschedules.

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Altigen Advanced Call RouterTM Manual de usuario Pagina 5

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