Set measurement intervals, threshold values, operation types and interval definitions. Business Analytics - Measure queue lengths, call talk time, missed calls, idle time, handled calls and more.Real-Time Monitoring - Real-time monitoring of all queues and agent stats.Call Recording - Calls can be recorded at random, on interval or always, by queue or by agent.Customer Call Back - Customers can conveniently leave their number and the system will call them back when an agent is available.
Supervisory Modes - Supports multiple supervisory modes including Silent listen, Whisper and Barge-in from graphical user interface. Logic Based Routing - Route incoming calls based on skill level, random, sequential, round robin, time period or real-time load. Unlimited Call Queuing - Unlimited concurrent calls and minutes in queue. Let’s start your list of features so you can determine how each department may benefit from them: In both instances, the solution you choose must be flexible, have the capability to grow, and offer the features that will serve the purposes for your call center and call center agents to provide the features your peripheral departments – IT, marketing, administrative, human resources – require. The key to determining the type of cloud call center solution your business requires may be as simple as deciding whether you anticipate growing your existing call center team and expanding your team to other locations. 
#Callcenter solution software
Determining the Call Center Software Features You Need
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