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 Centre’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.
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Use call control functions to manage live calls.
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.
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.
Social Media Integration
The Social Media allows you to receive messages from Facebook and Twitter. This allows you to receive direct messages from your social media platforms right into your contact center application. Once the agent is connected with the customer, you will be able to see previous conversations in the chat window.
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Status and Logout
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 Centre.
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Quality Management is an easy way for supervisors to provide you with feedback and coaching on your performance. If your Contact Centre has this enabled, your supervisor has the ability to review and provide detailed feedback on voice and screen recordings of calls.
To review your evaluations, log in to 8x8 SSO with your credentials. Once in the 8x8 Application Panel, select the Quality Management button.
Select the Dashboard Tab if not already in that page. On the right side of the screen under the Recent Evaluations section, select an evaluation date to view the report.
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