HiperPBX’s call center module offers the following services
Predictive Dialer for outbound campaings with additional information for each call
Manage Inbound Campaigns
Multiple Campaign Support
Web CTI interface for agents to display information on each incoming or outgoing call. Helper script (Script)
Custom Breaks
On line forms for agents to enter information from the calls
Handling ACD queues with different ring strategies: round robin, random, least recent, fewest calls
Reports and Monitoring for Supervisors
Call Recording, Live Monitoring and Whisper Mode
Web interface with real time information on the calls for the call center supervisors
Generate manual calls from web interface
THE FOLLOWING REPORTS CAN BE VIEWED BY THE WEB INTERFACE MODULE
Breaks
Call details per Agent
Amount of calls per Hour
Amount of calls per Agent
AVG hold time
Agent Login / Logout
Incoming calls completed
Incoming calls per Hour Graph
Detailed Information per date of the Agent
Agent Monitoring
Trunks Used per Hour
Real-time monitoring of the behavior of the platform
Latest calls and break information for the agent to visualize
CALL CENTER METRICS FILTERED BY QUEUES AND AGENTS
CALL CENTER METRICS
Total calls answered
Total calls transfered
Avg call duration time
Avg total wait time
METRIC DISTRIBUTION
Date range
Day of the Week
Time of day
DISTRIBUTION OF CALLS PER AGENTS
Percentage and amount of calls
Percentage and duration of calls
Avg call duration
Total wait time accumulated
Avg wait time
Bar Graphs
Service level 15 second intervals
Call distribution per Queue
Percentage of Disconnect cause (agent vs. Caller hung up)
UNSUCCESSFUL CALL METRICS
Amount of calls not unanswered
Avg wait time before caller hangs up
Avg queue position before caller abandons queue
Percentage of user abandoned calls vs system timeout
Distribution percentages and amounts of calls not answered by queues