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Multimedia Call Center Features The following offers just a sample of the multimedia call center’s many features: Automatic Call Distribution Incoming multimedia calls are routed to the first available customer service representative, or agent. If only one agent is logged onto the system then the longest waiting caller will be routed to that agent when he or she becomes free. If more than one agent is available and ready, the system will route the call to the agent who has been idle the longest within that particular group. When no agent is available, the call will be queued until an agent becomes free, during which time promotional material or music, can be played. As soon as an agent becomes free, the video call is transferred from the queue to the agent. Each agent is allowed a pre-defined time to accept a call, otherwise the caller re-enters the queue. Call processing Multimedia agents have the ability to transfer to, or set up, a conference with any other agent, expert or supervisor. This is achieved as quickly and easily as a normal telephony call. After a video call is disconnected, a pre-defined time is allowed for call 'wrap-up'. Agent-user interface The multimedia agent workstation uses the latest industry-standard video communications workstations, and video conferencing system. The 'agent' application provides customer representatives (agents) with an interface that allows them to:
Agents can be grouped to allow a supervisor to collect and follow statistics for the agents within that group. Agent groups could have DNIS numbers associated with them. The 'supervisor' application provides a number of additional functions. It allows the agents' performance statistics to be displayed and allows the supervisor to monitor and join in agent/caller connections. The 'maintenance' application allows the system to be configured. |
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