What you need to know Verizon Call Center is a carrier-class communications management product fully integrated which provides an advanced Automatic Call Distribution capability. Call Center delivers the following real benefits to users: Efficient call handling and automatic call distribution (ACD) state management by Call Center agents Integration of online directories with Click-To-Dial capability Real-time monitoring of agent and queue …
What you need to know Click the Settings link at the top right-hand side of the main page to configure various aspects of the Call Center application. To return to the main interface, click the Back To Application link. NOTE: Do not use the internet browser’s Back button to return to the main interface. This article provides details on the …
What you need to know Call Center provides reporting functions to agents. Reporting provides Call Center agents with historical information about their call center performance which allows them to know their statistical performance as a call center agent. Agents can only generate reports about their own activity. Help Topics A Running Reports A. Running Reports From the Call Center …
What you need to know This article provides details on the following Call Center related topics: Help Topics A Select Supervisors to Monitor B Escalating Calls to Supervisors A. Select Supervisors to Monitor The System allows you to monitor the phone state of selected supervisors (up to 50). This is useful when you are escalating a call and want …
What you need to know This article provides details on the following Call Center related topics: Help Topics A View Contacts A1. Show/Hide Directories | A2. Show/Hide Directory Content | A3. Show Contact Details | A4. Select Display Order B Organize Contacts C Search for Contacts D Manage Personal Contacts & Speed Dials A. View Contacts Call Center allows …
What you need to know This section describes the operations you can perform to make and manage calls. Your current calls are displayed in the Call Console with the calls currently involved in a conference displayed in a separate panel called Conference Call. Help Topics A Placing Calls, Answer & End Calls B Hold or Resume C Transfer Calls C1. …
Help Topics A Select Agents to Monitor B Agent Phone and ACD States C View Agent Details D Change Agent ACD State E Silently Monitor Agent’s Call F Pick Up Agent’s Ringing Call A. Select Agents to Monitor You will use the Agents panel to view the agents you are supervising and to perform actions on them. You can …
What you need to know Call Center provides you with real-time information about supervised agents and queues. This information is displayed in the Dashboard. Help Topics A Display Dashboard B Queue Information C Agent Information D Information to Display A. Display Dashboard Click the Dashboard link at the top of the right-hand side of the main interface window. The …