Leverage your ability to communicate with customers across multiple channels, manage cases, and work with your colleagues by learning basic agent functions.
A Phone Queue delivers incoming phone calls to Available agents assigned to that queue. Most contact centers have more than one phone queue.
Inbound Phone Transactions
The longest waiting call, or highest priority interaction in a queue is delivered to the next Available agent.
At the same time, Virtual Contact Center’s local CRM will search for existing records in the database, based on the caller’s phone number. If the customer is in the system or if a case exists, the CRM will display that customer’s information.
Use call control functions to manage live calls.
You can Join Lines to merge two active phone calls into a 3-way conference.
Pre-recorded Voice Messages
You can pre-record messages to play during inbound or outbound calls, for example, if you reach a customer’s voicemail.
If you have Direct Agent access, you can record a personal voicemail greeting for your extension.
The Phone Tab delivers voicemail messages for processing to agents assigned to the Voicemail Queue. Voicemail interactions cannot be transferred or forwarded.
Agents can receive and respond to customer inquiries through the Email Queue. When Agent Console offers you a new email interaction, the local CRM presents the email in the CRM panel.
Agents who are assigned to the chat queue and are available will be offered chat interactions. Administrators can configure agents to be able to receive multiple chats at one time.
Customers can choose to chat from any of the support languages. Agents can handle chats in the languages supported or use an automatic translator.
Manage CRM Cases
Virtual Contact Center’s local CRM provides customer and case management capabilities to companies that are not using a third-party CRM.
When a transaction comes in, Virtual Contact Center searches the database to find matching customer information.
Status and Logging Out
Some companies require agents to enter a Status Code when your availability changes.
You must be On Break or Working Offline before you can log out of Virtual Contact Center.