| Feature |
|---|
| Six (6) prioritised queues |
| 10 Agents |
| Queue based reporting |
| Skills based routing |
| Near Real time Queue/Agent monitoring |
| Detailed reporting |
| Automated Queue overflow when busy |
| Realtime performance (Grade of Service) monitoring |
| Call Monitoring |
| Static Agents |
| Dynamic Agents |
| Skills based Agents |
| Individualized business message on each Queue |
| Ability to add/remove an adhoc message to notify clients of specific events/incidents. |
| Customizable IVR with no limits on size or number of options. |
| Prioritise calls based on Caller id, Direct In Dial or callers account status. |
| Ability for a caller to leave a message and exit the queue |
| Notifying caller of position in queue and/or estimated wait time |
| Definable wrap up times between allocation of calls |
| Variable wrap times |
| Customisable Pause and Stop codes |
| Various call allocation techniques such as round robin |
| Built-in Music on hold (no external music source required) |
| Campaign name displayed on handset for each call |
| Campaign name 'whispered' to agent on call pickup |
| Designed to be integrated with your existing business applications |