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| Welcome annoncement from Interactive Voice Response or pre answer message |
| Automatic recall activation of hang up calls |
| Strategic definition for overflow by DID |
| Opening planning and personalised public holiday by DID |
| Call queuing |
| Distribution of incoming calls by agent skill group |
| Call recording per campaign |
| Management of sound files and record conversations |
| Administrator of file : play sound file , sound recording file, ivr. |
| Manual calls |
| Voicemail |
| Closing hours message |
| Automatic transfer of calls to other DID in case agents are not logged in |
| Definition of agent skill group by did |
| IVR |
| Personnalised voice messages by DID number |
| Automatic call back parameters of lost calls |
| Incoming calls routing by competence and by agent profile |
| Processing overflow by automatic call back, voicemail transfer or IVR |
| Agents profile allocation |
| Allocation of agent competencies |
| Define agent groups |
| Distribution of inbound calls on competent agent |
| Rights management on agent or agent group |
| Caller's call history display |
| Call Back management with fixed time and date |
| Call waiting with personalized music per campaign |
| Caller's line identification |
| Call qualification |
| Personalised pause status qualification |
| Call Transfer with conference |
| Call transfer direct |
| On-wait call visualisation |
| Call recording |
| Online fax,e-mail and sms sending |
| Inter-agent call transfer |
| Access to agent status (On call, on wait, on input or on break) |
| Access to call file status |
| Control panel for all ACD queue |
| Unified supervision screen |
| Call recording for quality revision |
| Voice interaction with supervisor |
| Call back quotas parameter by time and date |
| Production statistics per campaign and agent |
| Remote supervision by phone using access code |
| Local supervision |
| Supervision on group of agents, per campaign and interaction type (inbound,outbound,email etc) |
| Display by site,supervisor,queue,campaign,agent and media |
| Multiple window supervision screen |
| Alert management on supervision data |
| Graphic display (histograms - sectors) |
| Voice messages and recorded conversations management (built-in player) |
| List of conversation per agent and campaigns |
| supervision of customer traffic on IVRS |
| Manual calls |
| Call qualification distribution per agent |
| Qualifications per agent |
| Lost call rate |
| Average speed of answer |
| QS |
| Calls qualification |
| Qualifications per agent |
| Agents overview |
| Agents overview by date |
| State distribution of agents |
| Distribution of breaks by agent |
| Production per agent |
| Extraction in pdf and excel format |
