Call Center Software: Learn More
Call Center Manager
About CCM
Call Center Solutions
Learn More
- How to Setup
- How to Use
- Call Center Manager Windows
- Dropped Call Rate Thresholds
- Monitor Agent Conversations
- Monitor A Phone Line
- Whisper Coaching
- Monitor Performance
- Call Center Summary Reports
- Call Center Campaign Reports
- Call Center Agent Reports
- Eliminate Dropped Calls with Rollover IVR
- Time Zone Management
- Setup Line Usage Rules
- Setup Call Distribution Rules
- Setup Agent Role and Skill Group
- Setup Role-based Access To CRM Records
- Tutorials
Descriptions of Call Center Manager Windows
Voicent's Call Center Manager uses windows to show the current status of campaigns, agents, and lines.
Campaign Control Window
This window displays all current open campaigns. Each campaign is identified by its name and the Voicent tool running it (Agent Dialer or BroadcastByPhone).
Agent Control Window
This window displays current agent status - logged in, logged out, idle, or busy.
Line Control Window
This window displays current line status - idle, making call, or connected (to agent).
Report Windows
The report window's performance tab displays call center performance meters and history for dropped-call rate,
agents, and lines.
The summary tab displays summary information for campaigns, agents, and lines.
