Flexible Call Center Management
Strata CS provides Automatic Call Distribution (ACD) capabilities that enable you to efficiently allocate inbound calls among call-handling agents in your call center. Strata CS offers two levels of ACD functionality:
Workgroups provide basic ACD capabilities as a standard feature at no additional charge
Call Center Queues provide advanced ACD capabilities as an optional feature.
Advanced ACD capabilities enable you to meet the needs of sophisticated call centers. Here are a few examples:
- You can route calls to agents simultaneously, round robin, top down, or using a variety of intelligent distribution algorithms, including longest idle agent, fewest calls taken by an agent, or least talk time. You can manage queue configuration and distribution in a pattern that best distributes calls to fit your business.
Each agent can participate in an unlimited number of queues.
Remote agent capability allows calls coming into the call center to be distributed to agents located in remote locations, such as regional or home offices.
Call Priority allows you to tag certain calls as high-priority calls so that they are distributed to agents more quickly than low-priority calls.
Hold messages can be customized to repeat or not repeat at specific intervals to callers and can change in real-time based on caller data or other variables.
Hold messages can include average wait time or the number of other callers ahead of the current call.
Queues can be configured to allow callers to transfer out of the queue to an extension or voice mail at any time.
The system's Graphical User Interface (GUI) displays the calls waiting, which are automatically queued in the order received.
- A comprehensive Queue Monitor view shows detailed agent status information and queue statistics broken down by day, custom shifts, and periods, including which agents are available, on a call, on break, or signed out.
- A subset of statistics can also be heard over an internal or remote telephone after logging in.
Automatic Call Recording can be used to train agents and for quality assurance purposes.
- Recordings can be saved to a Strata CS voice mailbox, saved to a Microsoft Exchange Inbox folder, or e-mailed to another address.
- Recordings include notes on the queue and on the agent who was recorded.
The call-log database enables users to view a list of their calls, while giving system administrators access to a complete log of all employee calls.
Analyze Efficiency With Call Center Reporter
The optional Strata CS Call Center Reporter enables you to generate a variety of reports about your company's telephone activities, from call volumes to trunk usage. And if you operate an ACD call center, Call Center Reporter also reveals vital information that indicates agent efficiency, average hold time, abandoned calls, percentage of calls
completed, wait times, account codes, workgroups, and more.
All reports are run directly from the Strata CS Server and get the latest data. You can easily access the Call Center Reporter from the Client screen's menu bar.