This interface allows the call centre agents and supervisors to ensure the follow-up on several indicators: Please note that this software is an integrated component of our solution and SCOPTEL™ is a prerequisite for the proper functioning thereof. Agent status, waiting lines status Real-time statistics on calls (received, answered, in waiting line or hung-up) Real-time statistics on waiting-time (average, level of service, threshold alarms, etc.) - - -
Realtime monitoring of these functionnalities
Agents : status and calls in progress
Parked calls : Displays the ‘parking’ zones as well as the calls on hold (parked).
Voicemail : Displays the status of the voicemail boxes, displays the messages, reads voice messages and transfers/copies voice messages to another file or another box.
VoIP accounts : status and calls in progress.
Dhadi Channels (ZAP): Displays the status of channels (Available, Alarm, Busy) as well as calls in progress.
Conferences: the list of members and their status, exclude any member or put them in mute mode, or lock or unlock the conference call.