Call Center Functions - Revision history

Liliu at 18:03, 9 July 2020

2020-07-09T18:03:09Z

2020-07-09T17:25:14Z

2020-07-09T17:24:37Z

2020-07-06T16:41:14Z

2020-07-06T16:30:40Z

2020-07-06T14:10:46Z

2020-07-06T14:10:09Z

2020-07-06T14:04:14Z

2020-07-06T14:01:41Z

2020-07-06T13:33:32Z

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 The steps to create a call center from Sky Central portal:
-) Define a call center queue.
+) Define a call center queue. Click [[configure call center link here]] for information on call center queue configuration.
-) Select agents who can monitor call center queues
+) Select agents who can join call center queues. Click [[configure agent link here]] for information on agent configuration.
-) Assign agents to the call center and define the agent tier and position in the queue
+) Assign agents to the call center and define the agent tier and position in the queue. Click [[configure tier link here]] for information on tier configuration.
-Call center status page provides the status for each cell center queue.
+Call center status page provides the status for each cell center queue. Click [[call center status link here]] for information on call center status.

@@ Line 34: / Line 34: @@
 The steps to create a call center from Sky Central portal:
-) Define a call center queue
+) Define a call center queue.
 ) Select agents who can monitor call center queues

← Older revision		Revision as of 17:24, 9 July 2020
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	[[File:SkyCentralCallCenterTop.png]]		[[File:SkyCentralCallCenterTop.png]]
		+
		+	The steps to create a call center from Sky Central portal:
		+
		+	1) Define a call center queue
		+
		+	2) Select agents who can monitor call center queues
		+
		+	3) Assign agents to the call center and define the agent tier and position in the queue
		+
		+	Call center status page provides the status for each cell center queue.

← Older revision		Revision as of 16:41, 6 July 2020
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	Admin users can configure and monitor call center status from this page:		Admin users can configure and monitor call center status from this page:

−	[[File: SkyCentralCallCenterTop.png]]	+	[[File:SkyCentralCallCenterTop.png]]

← Older revision		Revision as of 16:30, 6 July 2020
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	- Top down: ring agent in the order as it is listed		- Top down: ring agent in the order as it is listed
		+
		+	To access Call Center function on Sky Central portal, from Company Admin page, click on Call Center which is listed under Phone System pull down menu:
		+
		+	[[File: SkyCentralCallCenter.png]]
		+
		+	Admin users can configure and monitor call center status from this page:
		+
		+	[[File: SkyCentralCallCenterTop.png]]

← Older revision		Revision as of 14:10, 6 July 2020
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	- Top down: ring agent in the order as it is listed		- Top down: ring agent in the order as it is listed
−
−	~~Sky Central:~~

@@ Line 7: / Line 7: @@
 - Least talk time: call is routed to the agents base on the least talk time first
 - Fewest calls: call is routed to the agents base on the fewest call first
 Sky Central:

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 Sky Central supports call center operations where the incoming calls can be distributed to a group of predefined extensions base on the call strategy, a way to hunt for an active agent. By default the following call strategies are supported on Sky Central:
-- Agent with least talk time: call is routed to the agents base on the least talk time first
+- Least talk time: call is routed to the agents base on the least talk time first
-- Agent with fewest calls:
+- Fewest calls: call is routed to the agents base on the fewest call first
-Sky Central:
+- Longest Idle time: call is routed to the agents have longest idle time within the tier level
      Ring All: All agents ring simultaneously.
      Random: Rings Agents will ring randomly in not particular order.

@@ Line 6: / Line 6: @@
 Sky Central supports call center operations where the incoming calls can be distributed to a group of predefined extensions base on the call strategy, a way to hunt for an active agent. By default the following call strategies are supported on Sky Central:
-   - Agent with least talk time: call will be routed to the agents base on the least talk time first
+ - Agent with least talk time: call will be routed to the agents base on the least talk time first
-   - Agent with fewest calls: call will be routed to the agents base on the fewest call first
+ - Agent with fewest calls: call will be routed to the agents base on the fewest call first
-   - Longest idle agent:
+ - Longest idle agent: