1. ADMIN

2. FRONT PAGE SUMMARY DASHBOARD SHOW INFORMATION FOR BOTH INBOUND & OUTBOUND IN REAL TIME …

3. … AS WELL AS THE AGENT DASHBOARD

4. ALL SETTINGS RELATED TO INBOUND ARE IN A SPECIFIC MODULE

5. FRONT PAGE OF THE INBOUND MODULE SHOWS THE STATUS OF EACH INBOUND CHANNEL

6. SETTINGS AND PRIORITIES CAN BE SET BY CHANNEL

7. ALL POSSIBLE SKILLS CAN BE ADDED FLEXIBLY BY THE USER

8. AGENT SKILLS CAN BE SET FROM LEVEL 0 TO 10 - AND CALLS ARE ROUTED IN ACD ACCORDINLY

9. WELCOME ANNOUNCEMENTS AND PERIODIC ANNOUNCEMENTS CAN BE UPLOADED BY THE USER

10. FOR THE EMAIL CHANNEL, ADMIN CAN ALSO READ & ALLOCATE EMAILS MANUALLY TO INDIVIDUAL AGENTS

11. NOTE ALL FEATURES RELATED TO REPORTING, CALL TRACKING, CALL RECORDINGS, CAMPAIGN MANAGEMENT, MANUSCRIPTS ETC ARE ALSO AVAILABLE FOR THE INBOUND CHANNELS MULTIPLE STANDARD WAYS TO INTEGRATE TO 3RD PARTY TICKETING SYSTEMS & CRM

12. AGENT

13. AGENT CAN WORK IN THE BLENDED MODE OR SIMPLY WAIT FOR NEXT CALLER

14. AGENT CAN ALSO RECEIVE AND SEND EMAILS FROM THE QUEUE

15. CUSTOMER CARD, CALLBACKS, CALL RESULTS ETC. ARE ALL AVAILABLE I N ALL CHANNELS INBOUND/OUTBOUND/EMAIL/CHAT/ETC

16. AGENT CAN ALSO ACCESS ALL ”UNFINNISHED WORK” (E.G., CALLBACKS, UNHANDLED RECERVED EMAILS, ETC.)