The following features have been released for OfficeSuite UC® White Label Contact Center Services (CCS) to help customers deliver a better CX and improve efficiencies:
Call marking for recorded calls allows users to mark a specific segment of a recorded call—such as a customer purchase decision—making that segment of the call easier to find in the future.
SFTP report delivery (optional service) enables customers to deliver scheduled reports to this same SFTP directory. Any scheduled report for Inbound Voice Queues, Outbound Voice Queues or Agent Performance can be delivered. See below where ‘Deliver via sftp’ can be selected:
provides Tenant Admins with the ability to set multiple thresholds on Agents and Queues, and visual alerts on the Dashboard panels, helping end users respond quickly to an unanswered call.
Thresholds with new alerts include:
- Fill Warning and Fill Alert (queue capacity)
- Call Waiting Alert (unanswered calls in queue)
- Talk Time Alert (time the Agent is on the phone)
A combination of yellow flashing for warning and/or red flashing for alert thresholds being crossed are visible on the CCS tabs and Dashboard panels, depending on what the Admin currently has open.
To schedule a feature demonstration or training, contact your Windstream Enterprise Resale account team.