Queues – Abandoned Calls Report
Reports on abandoned call levels can be found within the Queue Reports section. Queue reports allow you to see statistics for particular call queues including the level of calls abandoned...
Search Results for Call Flows
Managing number lists
Administrators at all system login levels can set up lists of numbers to be used by Contact. Each number list is global (can be shared across all call flows that...
Configuring recording for a user account
...(if set) depends on the percentage set at the queue level. Click Add or Save Changes, as appropriate. Note: Call recording starts when the call is connected to the agent....
Scheduling a call
...up the scheduled calls. This should be an account that is not in use by a real agent. To schedule a call, you need to issue 3 API calls and...
Managing service numbers
...assigned to a call flow once your flows have been defined. Note: National numbers start with and international numbers start with +. https://player.vimeo.com/video/502970918 To manage service numbers, click Call Handling > Service Numbers on...
Step 4: Configure the Inbound Call node
This procedure describes how to configure the parameters for the Inbound Call node. Procedure Step 1: Click the node name of the Inbound Call node in the call flow. The Parameters pane...
Customising agent call recording buttons
...signature, abusive caller or financial transaction. In the menu bar click Call Handling > Queues to see a list of available queues Select (or add) the relevant call queue Click the Agent Recording tab Tick...
New Features and Enhancements
...history. When a call comes in, the matched contact selected to show is the one that was created most recently. Setting calling number in outbound call flows Users will now...
Filtering the call queues for Company Summary widgets
...select Calls Daily – For Widget, select one of: Company Calls Today Average Talktime Today Inbound Calls Today Average Call Wait Time Today Unconnected Calls Today d. Click Add. The widget is created...
External destination node types
...number of simultaneous calls permitted in total to the external destination (calls answered + calls in process of being connected to agent) is reached. Busy or 1 The branch to...