Choose the amount of time each agent gets to answer a call before it is placed back in the queue.Give managers the ability to listen or jump in during ongoing calls between customers and agents for quality and training purposes.You can also give callers the choice to opt-in or opt-out of call recordings. Allow agents to pause and resume the recording of an active call to protect customer privacy.Limit the amount of time agents have to wrap up calls before accepting new ones.Allow customers to request a callback from the queue or the web widget instead of waiting for a live agent.Route customers to the right agent or department and provide recorded responses for frequently asked questions with multi-level interactive voice response (IVR) systems.Define business hours to let customers know your phone support availability.Route calls directly to group, overflow, and after-hours routing.Manage your agents' online/offline status according to your operating hours.Group your agents into more than two departments.You’ll need the Professional suite or above to:.Enterprise +: $215 per month / per userĪll suites include nuances of features available, and to help you, I’ve provided some insights on essential differences between the available suites.
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