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Wave Business September 28, 2020
Cloud Contact Center
Get more visibility into your call center.
Take better care of your clients, create efficiencies, and manage your organization more effectively with Cloud Contact Center from Wave Business Hosted Voice.
Enhance your client experience with
Ensure your callers are routed to the correct person or department.
Integrate Contact Center with your CRM to create a seamless customer experience.
Increase efficiencies in your call center
Easily manage inbound calls through automatic routing to more than 10 queues.
Use actionable data from dashboards and reports to make queue and staffing adjustments based on call volumes.
Enable staff to work from anywhere through the mobile client resulting in more flexibility for your operations.
Enhance the quality and efficiency of your call center
Supervisors are able to provide assistance through real-time monitoring, coaching, and joining the conversation features.
Contact Center allows supervisors to set a “wrap-up time,” so agents can complete orders, enter information into your CRM, and verify information is correct before receiving the next call.
Get easy visibility with the following Contact Center Supervisor Dashboards and Reports:
Supervisor Summary Dashboard
Average Waiting Time
Callers Waiting
Logged in Agents
Overall Activity
Queue Dashboard
Average Waiting Time
Number of Callers Waiting
Number of Agents Logged In
Number of Calls Received
Number of Calls Answered
Current Logged In Agent State
Number of Calls Queued
Number of Calls Rejected by Agents
Average Call Duration
Logged In Agent State Over Time
Disposition Codes Used When Closing Calls in Queue
Number of Calls Queued That Timed Out
How Long the Caller Was in Queue Before Abandonment
Number of Attempts to Exit From Queue
Time Before Exiting from Queue
Hunt Attempts That Timed Out
Agent Dashboard
Calls Answered
Calls Timed Out
Time in Queued Calls
Time Logged In
Time in Wrap Up
Agent State Over Time
Time in Internal Calls
Time in External Calls
Time in Outgoing Calls
Time Otherwise Unavailable
Disposition Codes the Agent is Using
Reports
Agent Summary
Calls by Day
Calls by Queue
Daily Traffic Summary
Inbound Summary
Queue Summary
Abandoned Call Summary
Agent Status Summary
Agent Status Summary by Individual Agent
Call Detail by Agent
Call Duration Summary
Detailed Call Log
Frequent Caller Summary
Frequent Caller Summary by Queue
Hourly Usage
Hourly Usage by Queue
Short Calls by Agent
User Statistic
