Call Diversion

• Configuration of multiple ACD workgroups with separate pilot numbers is possible
• Simultaneous agent log on to multiple ACD groups is possible
• Configuration of service times for each ACD group
• Configuration of wrap up times after a call for each ACD group
• Prioritization of ACD groups determining the importance of calls, if an agent is logged in for several workgroups
• Queue parameter per ACD group configurable
• Queue announcements per ACD group configurable
• Announcement before Answering ‐ configuration of an additional announcement before call answering by an agent possible
• Supervisor may log off agents from the Snapware WebAdministrator

Monitoring

• The monitoring tool is integrated in the Snapware WebAdministration
• The Presence Manager monitoring tool provides a real time monitoring of the logged on agents and all waiting fields
• A graphic display gives an dynamic overview of different agent groups, the status of agents, and the waiting queues

Statistics

• Data base in Microsoft SQL‐Server logs all ACD calls
• Microsoft Access application (Telesnap ACD statistics) to analyze the data basis, requires at least Microsoft Access 2000

Integration in Snapware and Snapware XML

• Agent functionality integrated
  • Agent log on/log off
  • Activating/deactivating wrap up time
  • Activating/Deactivating pause
• The agent status (logged on/off, pause, wrap up time) is visible in the user’s Snapware Team bar and in Snapware XML – for partners also

For a complete feature list please refer to the datasheet in the download section.