…Call flows Calls External destination calls Scheduled calls Unreturned missed calls Dropped calls Note: Each type of call data can be selected for inclusion in reports by using the Report Subtype dropdown…
Search: Call Flows
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…caller’s number is available, an announcement is played to the caller, offering them two options: Press 1 to be called back on this number Press 2 to be called back…
Call slots are periods that contain a fixed number of time slots that callers can choose from to request a call back instead of waiting in a queue. A call…
…statistics. Specifically, they can manage: – Staff – User roles, agent groups, break reasons, holiday lists, time ranges and external destinations – Calls – Call flows, call queues, call slots,…
For each call, you can view the journey that the call made through the system, including any queues that the call has joined and any actions taken by the caller,…
…cannot transfer calls to agents already in a call/wrap-up state. Callbacks Fix for scheduled/callback calls, when transferring the call sometimes appeared to the second agent as an anonymous call. We…
…must have the Routing Flows: Modify privilege to change user-configurable parameters for chat flows. To modify user-configurable parameters for a chat flow: Procedure Click Chat > Chat Services on the…
Procedure Step 1: Click either Call Handling > Call Flows or Email > Email Flows on the menu bar. A list of the routing flows that are already available to…
Auto-allocation of calls We have added a fix where agent manager will always allocate queued calls to agents regardless of the auto-allocate setting for the Calls channel in the Channel…
…recording is enabled but agent recording is disabled no calls will be recorded. Call recording options The call recording service allows all inbound calls and all outbound calls that are…