Hosted Call Center customers have access to all hosted PBX features and a specific set of Supervisor and Agent centric reporting and routing tools.
Queue Routing
- Standard IVR with unlimited levels and options for multiple entry points
- Multi-language support
- Source-based routing for predictive needs
- Time-based routing
- Unlimited number of queues per platform
Queues
- Linear queue support
- First available queue support
- Advertisements and queue message support
- Music-on-hold
- Queue statistics for administration
- Agents can be in multiple queues at the same time with skills-based routing
- Queue callback (callers can request callback, leave their number, and receive a call back when at the front of the queue)
Call Center Agent
- Log in and log out
- Record call dispositions into each CDR
- Categorize calls
- View their active calls
- View call history
- View all entries in all queue pertaining to them
Available Statistics
The following statistics can be run on a Queue/Skill, Agent, or DNIS.
Parameter | Description |
Call Volume |
Overall calls per queue, including calls that never made it all the way through the auto attendant. |
Calls Handled |
Number of calls per queue that were answered. |
Calls Offered |
Number of calls that landed in the queue. |
Calls to Vmail |
Number of calls that landed in Vmail after not being answered. |
Calls forwarded |
Number of calls the queue could not handle in the allotted amount of time and were forwarded on. |
Adjusted Calls Offered |
(Number of calls offered) - (# Number of calls abandoned in < 10 seconds). |
Average Talk Time |
Average time agents spent talking to customers, excluding hold time. |
Average ACW |
Average time between the end of the call and when the agent submits the disposition. |
Average Hold Time |
Average time that a customer was on hold, excluding time in the queue. |
% Service Level |
Percentage of calls answered from the queue within 60 seconds. |
% Dial Transfers |
Percentage of calls that landed in the queue and were eventually transfered out to an agent. |
Abandoned Calls |
Number of calls that abandoned the queue before being transfered out to an agent. |
Adj Abandon Calls |
Number of calls abandoned in under 10 seconds. |
Abandon Rate |
Ratio of (abandoned calls) / (calls offered). |
Adj Abandon Rate |
Ratio of (adj abandoned calls) / (adj calls offered). |
Avg Handle Time |
Average of talk time + hold time + disposition time. |
Avg Answer Speed |
Average time in the queue for calls that were eventually dispatched to an agent. |
Available Minutes |
Overall time that all queue agents were in the Available state. |
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