The offline reporting datastore
...reporting destination: Agent calls Agent chats Agent emails Agent SMS Agent status Contact calls Contact chats Contact emails Contact SMS Missed calls Queue calls Queue chats Queue emails Offline reporting...
Search Results for Call Flows
Agent status event fields
...the call wrapup was extended for. organisationId The internal number that is used to identify the company that was called. resellerId The ID of the reseller who provides the system....
Managing outbound campaigns
Campaigns allow you to set up and run outbound call campaigns. Administrators can edit existing campaigns, and delete or copy a campaign. Edit a campaign Click Call Handling > Campaigns on the menu bar...
Fixes
Back to June Fixes Call transfers We have added a fix where when an inbound caller got transferred to a 3rd party, the number displayed for the 3rd party was...
Queue transfers report
...into the selected report queue Total transferred into this queue The total number of calls that were transferred from the selected report queue to this queue Parent topic: Call-data statistics...
Viewing agent capability
Company administrators can view the queue-item task capability for a user account. The agent’s capability rating determines the number of simultaneous item tasks (calls, emails, webchats, etc.) that the agent...
New Features
...Roles within the Administrator Portal. Voice Channels This release enables the use of simultaneous call distribution or Sim Ring. This is set at a Queue level and is enabled from...
Enhancements
...an agent call transfer, this will inform the agent whether the call transfer has been successful or unsuccessful. Reporting Improvements To Row Selection When selecting rows within the reporting UI...
Managing time ranges
Contact facilitates customised call handling during specified time ranges, outlined by start and end times on specific days. This feature enables the establishment of a consistent call routing pattern throughout...
Managing audio files
...recorded in the audit log. In the menu bar click Call Handling > Audio Files to see a list of uploaded audio Select the relevant audio file Update the name and description as...