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    Welcome to our Monster UI Apps Resource Pages!
    Below is a list of the applications developed by 2600Hz for KAZOO using the Monster UI Interface and documentation related to it. 
    If you have a question that is not covered here, check out our community forums.  

          Featured Apps
     

    CallCenter-PRO_x512.png       DUO--integration_x512.png              DynamicCallerID.png              PortingManager_x512.png            Authentication_x512.png

    Available NOW !
    Call Center Pro

     

     


      DUO

               
                 Dynamic
               Caller ID
                  Porting 
               Manager
       
          Authentication

    >>  2600Hzroundorangelogo.png   Return to Monster Apps Home Page

  • Call Center v. Call Center Pro


    Below is a summary of the commands available in Call Center, and the added commands available in Call Center Pro.  
    NOTE:  This will be updated as the two applications evolve.

    To download a .pdf version of this file, click the link below
    Call Center and Call Center Pro - Feature Comparison.pdf

     
    CallCenter_x512.png      Call Center
    CallCenter-PRO_x512.png      Call Center Pro

    Basic Info

    • Name
    • Ext. / # / Buy
    • Name
    • Ext. / # / Buy

    Configuration

    • 5 Queue Routing
    • Hold Treatment audio file
    • Timeout
    • Queue Call Limit
    • Timeout if empty
    • Escalation queue
    • Escalation callflow after timeout
    • 5 Queue Routing
    • Hold Treatment audio file
    • Timeout
    • Queue Call Limit
    • Timeout if empty
    • Escalation queue
    • Escalation callflow after timeout
    • Additional options for Hold  (see below)
    • Record all calls in queue

    Routing Strategy

    • Most Idle
    • Least Calls Handled
    • Least Offered made
    • Round Robin
    • Most Idle
    • Least Calls Handled
    • Least Offered made
    • Round Robin
    • Skill based (Loose)
    • Skill based (Strict)

    Hold Treatment

    • Media file
    • Media File
    • Announce Position
    • Announce Wait
    • Pause
    • Build your own order

    Agent Behavior

    • Agent Connect Timeout
    • Force Away on Rejected/Missed
    • Agent Recovery Time
    •  
    •  
    • Agent Connect Timeout
    • Force Away on Rejected/Missed
    • Agent Recovery Time
    • Allow Recovery Time Extension
    • Allow Unlimited Recovery Time Extensions

    Member Assignment

    • Drag from System list to queue
    • Separate list for Agents and Managers
    • Members list in drop down drawer
    • Summary page with all members
    • Drag from Member list to queue
    • List previews how many queues member is already assigned to
    • Members list in new window
    • Agents and Managers displayed in the same list

    Agent Summary bar

    • Total Calls
    • Missed Calls
    • Calls Handled
    • Avg. Handle Time
    • Session Duration
    • Total Calls
    • Missed Calls
    • Calls Handled

    List of queues page status preview

     


    • Agents Active
    • Average Wait
    • Calls in Queue
    • Missed Calls
    • Abandoned Calls
    • in dropdown, each agent in box shows
    • Agent away notice
    • Logged in time duration
    • Agents Active
    • Longest Wait
    • Calls in Queue
    • Missed Calls
    • Abandoned Calls
    • Paused / Activate button
    • Agents Ready
    • Agents Busy
    • Agents Away
    • Call Handling performance bar

    Queue Reporting -

    Activity Logs

    N/A

    • Shows all events in queue
    • Search by agent, event, phone #
    • Filter by Activity
    • Sort by single agent or all agents
    • Download .csv or print results

    Queue Reporting -

    Member List

    N/A

    • Name
    • Role
    • Status
    • Handling
    • Session length
    • Time Marked as away
    • Assign Skills
    • Sort hi to lo on any variable

    Queue Reporting -
    Calls in queue

    N/A

    • Review calls in list
    • Admins and Managers can
      • Eavesdrop
      • Whisper
      • Barge 

    Performance Reports

    Activity Breakdown

    N/A

    • Filter by agent and/or queue
    • Shows current session
    • Compare multiple Agents or single agent, multiple queues
    • Download .csv or print results

    Call Center Members Summary

    • Display list of members
    • Add available users as member
    • Display list of members
    • Add available users as member
    • Summary shows
      • member
      • session duration
      • Assigned Queues (# + name)
      • Call recording on / off
      • Skills tags
    • Manage / Edit Skills
      • Use 1 or more rules
      • Assign multiple skill tags per agent
      • Set loose / strict criteria in routing strategy

    User Interface

    • Configuration in drop down
    • Basic Config Agent Behavior all together
    • Configuration in multi-screens / Steps using a Wizard style setup

     

    Edited by Emily R (show revisions)



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