Call Center
Granular Reporting in Call Center
This overview will explore the additional details are now available for the reports generated in the Call Center. The statistics available in the Call Center reporting screen has been updated with much greater granularity. The information on the ...
Cradle to Grave Reporting
The Cradle to Grave feature is an extension of the existing Call Trace functionality that allows more users to troubleshoot issues by presenting high level info in plain English. The Call Trace is a comprehensive listing of all technician information ...
Using Call Center Reporting
Using Call Center Reporting Stats Grid Green = value accepted. Yellow = value is within the range of your lower threshold. Red = value meets or exceeds your upper threshold. White = no thresholds are configured for the statistic. Editing Stats Grid ...
Call Center Report Emails
How to configure call center report Emails Log into the Ringlogix portal as a scope of Call Center Supervisor and navigate to Call Center screen. Select the Reports sub-menu Email Reports There are four types: Call Queue, Agent, Dialed Number and a ...
Call Center Home Page
Call Center Home Page The Call Center Home Page is the best place to view statistics related to the call queues that a supervisor manages. It is the first screen when logged in under Call Center Supervisor scope. Some things to know The Stats Grid ...
Utilizing Listen, Whisper, and Barge-in
This article demonstrates how to allow users to utilize their desk phone to dial-in to an agent's call and switch among Barge-In, Listen, and Whisper modes. **This feature is only available upon request** Listen (*40) - allows the user to listen in ...
Using SNAPanalytics
To access SNAPanalytics, log into the Portal with a User Scope that has already been given access to Call Center features and navigate to the Call Center Home. Then click on the SNAPanalytics button to launch the app. You can also access and log in ...
Call Center Features
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 ...