…webchat dialog is opened, the script that is associated with the queue and call/chat type may be displayed to the agent. During the call/chat, the agent completes any required information…
Search: Call Flows
238 results
Contact supports the use of holiday lists to route calls to fit around when staff are available to handle calls. Administrators at all system-login levels can add their own holiday lists….
Company administrators and supervisors can create and download custom reports that display information for agent scripts, templates and after-call surveys. They can also configure existing reports to be generated automatically…
Company administrators can look up a customer’s contact record. This can be used for placing an outbound call, sending an email or searching for customer details. When a call or…
…contents of the CRM). When a call or non-voice item is received, the CRM tries to match the customer to a CRM contact record (for example, by using the caller’s…
…Available Handling webchat Handling email On a call On a break Exceeded break Call failed In wrapup Offline Chat Display: The colours used to denote the different messages in a…
…The agents continue to use MS Dynamics as their main environment, but can use the Contact to make and receive calls. Agents can initiate calls from within MS Dynamics by clicking on the contact’s telephone number…
…level for each channel: For a call queue – Call Handling > Queues > Advanced For a webchat queue – Chat > Chat Queues > Advanced For an email queue – Email > Email Queues > Basic For a work item queue – Work Item > Work Item…
Company administrators and supervisors can create and download custom reports that display information input for agent scripts and response templates. This allows them to search and analyse data for calls…
…an audio file or play book Audio can be added either as an individual audio file or as a play book comprising several audio files. In the menu bar click Call…