Wave Business March 22, 2018

Contact Center

Get more visibility into your call center.

Enhance your client experience with
our cloud-based Contact Center

  • 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

Learn more about Contact Center

Call us at 1-855-971-1300