Call handling
See the incoming call, queue details and call duration. Answer, hold, mute and transfer from the same desktop.
Agent Desktop
Handle your calls and track your development.
Alongside answering, holding and transferring calls, access call notes, your own call recordings, quality results and the Knowledge Base in one workspace.
Enlarge screen- 1Call controls
Answer, hold and transfer controls alongside the call details.
- 2Queue status
Track waiting calls and service levels in assigned queues.
- 3Working time
See talk time, availability, after-call work and AUX time together.
Agent DesktopDiscuss this module
IN YOUR DAILY WORK
One workspace, from calls to feedback.
Post-call playback
After a call ends, agents can listen to their own recordings where access is permitted and review the interaction alongside their call notes.
Quality results
View the total score, form criteria results and evaluator comments. Accept the result or submit a reasoned appeal, and track coaching actions.
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