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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 Call Center 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