Voiceware offers a set of Call Center Features within its Phone System Platfom. Below are the specific features related to our Call Center Supervisors and Call Center Agents reporting and tools. Queue Routing- Standard IVR with unlimited levels and options for multiple entry points
- Multi-language support
- Source-based routing for predictive needs
- Time-based routing
- Unlimited number of queues per platform
Queues- Linear queue support
- First available queue support
- Advertisements and queue message support
- Music-on-hold
- Queue statistics for administration
- Agents can be in multiple queues at the same time with skills-based routing
- Queue callback (callers can request callback, leave their number, and receive a call back when at the front of the queue)
Call Center Agent- Log in and log out
- Record call dispositions into each CDR
- Categorize calls
- View their active calls
- View call history
- View all entries in all queue pertaining to them
Available StatisticsThe following statistics can be run on a Queue/Skill or Agent. | Parameter | Description |
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| Call Volume | Overall calls per queue, including calls that never made it all the way through the auto attendant. | | Calls Handled | Number of calls per queue that were answered. | | Calls Offered | Number of calls that landed in the queue. | | Calls to Vmail | Number of calls that landed in Vmail after not being answered. | | Calls forwarded | Number of calls the queue could not handle in the allotted amount of time and were forwarded on. | | Adjusted Calls Offered | (Number of calls offered) - (# Number of calls abandoned in < 10 seconds). | | Average Talk Time | Average time agents spent talking to customers, excluding hold time. | | Average ACW | Average time between the end of the call and when the agent submits the disposition. | | Average Hold Time | Average time that a customer was on hold, excluding time in the queue. | | % Service Level | Percentage of calls answered from the queue within 60 seconds. | | % Dial Transfers | Percentage of calls that landed in the queue and were eventually transfered out to an agent. | | Abandoned Calls | Number of calls that abandoned the queue before being transfered out to an agent. | | Adj Abandon Calls | Number of calls abandoned in under 10 seconds. | | Abandon Rate | Ratio of (abandoned calls) / (calls offered). | | Adj Abandon Rate | Ratio of (adj abandoned calls) / (adj calls offered). | | Avg Handle Time | Average of talk time + hold time + disposition time. | | Avg Answer Speed | Average time in the queue for calls that were eventually dispatched to an agent. | | Available Minutes | Overall time that all queue agents were in the Available state. |
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