Agent Desktop – calls, email and chat

Agent Desktop

A communication platform and call centre: email, chat, SMS, Facebook, WhatsApp.
Analytics, working-time tracking, reports and more.

Calls

  • Customer information
  • Comments after the call​
  • Missed-call handling
  • Automatic call-backs​
  • Knowledge tree
  • A call-recording announcement for outbound and inbound calls

Email

  • Helpdesk
  • Tags
  • Presence
  • Kanban view
  • Knowledge tree​

Messages

  • Web chat
  • SMS
  • Facebook Messenger
  • Whatsapp

Video conferencing

  • Screen sharing
  • Wallboard
  • Document sharing​

Agent Desktop – call handling

  • Call centre
  • Customer details: address, services, debts and more
  • Missed-call handling
  • Automatic call-backs
  • Call topic / tagging
  • Knowledge tree
  • SMS after the call
  • SMS reminders
  • Web chat
  • Email - handling
  • Handling Facebook enquiries
  • Handling WhatsApp enquiries
  • KPI reports
  • Activity reports
  • Service quality rating
  • And much more…

Staff working-time tracking

Start and end of the working day, breaks and a detailed break report: count and total duration
  • Log-in time - ( starting work )
  • Log-out time - ( finished work )
  • Away - ( rest break )
  • After-call work
  • At lunch
  • Other breaks
  • Total worked
  • Detailed report
  • KPI report
skambuciu ataskaita

Agent working-time report

Logged in
0
Total worked​
0
Logged out
0
Break
0
After-call work
0
Lunch​
0

Comments after the call

  • An agent can write comments about the call
  • Call history with comments
  • Search by comment
  • Filtering
  • Detailed call information

Call topic — tag

  • Call tagging
  • Assigning a topic to a call
  • Search by topic
  • Filter by topic
  • Detailed call information

Sending SMS

  • Send the customer an SMS after the call
  • Send SMS from a .csv or Excel file, by project
  • Automated SMS sending from a list
  • SMS reports
  • SMS surveys
  • Detailed SMS delivery information
  • Filter by SMS
  • Search by SMS

Personal and team statistics

  • Personal call statistics
  • Team call statistics
  • Today's calls
  • Monthly call summary
  • Answered calls
  • Missed calls
  • Returned calls
  • Answered calls, %
  • Detailed call information

Call statistics

  • Real-time call statistics
  • Call statistics by user
  • Answered and missed calls
  • SLA statistics
  • Call statistics by queue
  • Answered-call statistics, %
  • Additional statistics and reports on request

Call reports

  • Call history with comments, call topic and playback
  • Comments
  • Call topic
  • Call playback
  • Call details and timings
  • Call statistics by user
  • Detailed queue reports
  • SLA report
  • Call distribution report
  • Other reports
  • Reports the way you want them

Integration

  • Integrations with your databases
  • Passing extra information about the call to agents
  • RESTful API — HTTPS and JSON integration
  • Integration on request