XCALLY SHUTTLE – Discover the improved Realtime section

From the XCALLY SHUTTLE Version 2.4.57 – under the Realtime section – you will be able to filter Agents by their Status: READY TALKING PAUSE UNAVAILABLE The new filtered view is really useful for Supervisors to improve the Realtime monitoring of the Contact Center, in particular if they have a relevant number of Agents to manage. In the image below, you can see for example the Agents filtered by “PAUSE” Status: Please do not hesitate to contact us for further...

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Smart Realtime Queue Management

The possibility to manage Queues in realtime, with the aim of minimize the waiting times, is fundamental to improve the customer satisfaction. Sometimes calls don’t arrive as predicted and the Supervisor needs a way to add immediately new Agents in a specific Queue, to avoid the increase of hold times, which can be really annoying and frustrating for the customer. In the XCALLY Realtime section, the Supervisors can dynamically set temporary Agent-Queue associations, according to the Contact Center urgency needs, to manage better the distribution of the logged Agents in the active Queues. The real time Agent-Queue association is: – immediate: the Agents don’t need to perform a new login. – temporary: when the Agents log out, the association will be deleted. In this way the static configuration (set in the xCALLY Queues section) won’t change. Supervisor can easily add the Agent on a new Queue in two steps: Clicking on the Join Queue(s) button, related to the Agent of interest Selecting from the list the Queues on which he wants to add the Agent   Please do not hesitate to contact our passionate Team for more information!    ...

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New Real Time Asynchronous interface enhancement coming-up!

Better performances and user experience! Please do not hesitate to contact our passionate Team for more information! Get started now – xCALLY Shuttle free...

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