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8 Chapter 1 Contact Center Solutions
Chapter 10 Data-mining Tools
Chapter 10 describes how to
• Search for agent and ACD queue event records.
• Search for specific contact center events.
• View the historical real-time events that occurred on a particular date, in the sequence they occurred.
Chapter 11 Data Collection
Chapter 11 describes how to
• View data and system alarms.
• Verify media servers are receiving telephone system data.
Chapter 12 Interactive Contact Center
Chapter 12 describes how to
• Control the availability of agents and ACD queues.
Chapter 13 Interactive Visual Queue
Chapter 13 describes how to
• View calls within queues and move calls from busy queues to less active queues.
• Call back abandoned callers.
Chapter 14 Contact Center PhoneSet Manager and Contact Center Softphone
Chapter 14 describes how to
• Enable agents to use their desktop computers as IP-based phones.
Chapter 15 Contact Center Screen Pop
Chapter 15 describes how to
• Launch applications or Web pages when agents receive calls.
• Provide agents with caller and account information via pop-ups on their computer monitors when they
receive calls.
Chapter 16 Flexible Reporting
Chapter 16 describes how to
• Design your own report templates and customize existing reports.
Chapter 17 Intelligent Queue
Chapter 17 describes how to
• Provide static messaging, intelligent messaging, voice and web callbacks, and call recording.
Chapter 18 Workforce Scheduling
Chapter 18 describes how to
• Schedule agents.
• Measure employee adherence to schedules.
Chapter 19 Traffic Analysis
Chapter 19 describes how to
• Set up the telephone system and YourSite database so you can collect data and run reports on the
traffic data stream.
Chapter 20 Multimedia Contact Center
Chapter 20 describes how to
• Configure Contact Center Management so you can track and run reports on multimedia contacts.