Agent Desktop

Agent Desktop

 

Omnichannel system – Call center,  Helpdesk tickets, Chat, SMS, Facebook, Watsapp,
Analytics reports.

 

Agent Desktop - Calls, E-mails, Helpdesk, SMS

  • Call Center
  • Info about customer
  • Missed call management
  • Custom Call backs
  • Call Tag
  • Knowledge base
  • SMS after call
  • WEB Chat
  • Helpdesk
  • Facebook chat
  • WhatsApp chat
  • KPI reports

Comments after Call

  • Comments after Call
  • Calls history, comments, duration, play recording
  • Search by comment
  • Advanced search & filters
  • Call Logs and Detailed Call History

Call Tags

  • Calls Tagging
  • Call Detail Reports
  • Search by Call Tag
  • Great Call Tracking Feature

SMS Service

  • Send Bulk SMS
  • Bulk SMS Sender : Excel, Csv, REST API, CRM...
  • SMS send after call
  • SMS send on Missed call
  • Send Automated Text Messages
  • Self service
  • SMS detailed reports
  • SMS surveys
  • SMS surveys results / reports
  • Automated SMS Scheduler
  • Advanced search and reports

Chat

  • Visitors can click to select which department they want to speak to.
  • SMS detailed reports
  • Assign chat messages to a group automatically.
  • Interface allows queue based group handling of chats.
  • Tickets can be assigned to the first user that responds to the chat.
  • Advanced search and reports

Calls SMS Chat Hepdesk - Stats

  • Real -Time Calls reports
  • Calls statistics
  • Answered & Missed calls
  • SLA report
  • Detailed calls report by project
  • Serviced callls statitic %
  • Call summary statistics - Advanced statistics & additional reports
  • Call Activity Analytics
  • Analytics Portal - Call Tracking Metrics, Call History, and Real Time reports
  • More & more ...

Call reporting

  • Call history with comments, conversation topic, conversation listening
  • Call comments
  • Call tags
  • Play call recording
  • Call duration, listening & other info
  • Call Statistics for incoming and outgoing calls by user
  • Answered Calls
  • Unanswered Calls - Abandoned
  • Detaled Call Queues statistic
  • SLA reports
  • Calls Distribution
  • Calls per Hour, Day , Weekday, Custom
  • Agents Reports
  • Custom Reports

Helpdesk

  • Tickets
  • Kanban
  • Tags
  • Reports

Custom integrations

  • Database Integration
  • Transferring additional information to the agents about the call
  • Rest Full API - Https, Json integration
  • Integration as needed