Agent Console
 Agent
can be summed up in one word-Intuitive.
A windows office GUI that provides
a familiar look and feel allows agents
to quickly familiarize themselves
with features and functionality of
the agent console. This allows the
agents to become productive in a very
short time frame.
Using the C3 agent console, agents
can quickly and efficiently make and
disposition calls, schedule callbacks
and update custom database information.
Advanced call processing features
such as Call Recording, Call Transfer,
and Live Transfer are available at
the click of the mouse. Conference
calls to third parties can quickly
be initiated in addition to making
predictive calls through the intuitive
GUI interface.
Agent scripting uses an embedded
web browser and appears automatically,
based on the campaign the agent is
working on. Customer responses can
be entered directly into these scripts
or into an existing database. In either
case, the database is updated immediately.
Functions:
• Skinnable Graphical User
Interface
• Agent and Team Statistics
• Comprehensive Scripting
Administrator
Console <top>
Administrator
is the control center for all agent
activities and the C3 system. From
the console, the supervisor enables/disables
lists and campaigns, controls dialer
pacing, provides daily statistics
and produces real-time reports. Administrator
is an integrated set of utilities
created for designing campaigns, maintaining
agents, importing of data and comprehensive
list management. Standard reports
can also be initiated and printed
from the Administrator console. Administrators
have control over campaign configuration
as well as complete campaign management,
agent monitoring, coaching and recording.
Functions:
• Setup of agent groups and
teams
• Security management
• Configuration of agent skill
groups and campaign access
• Complete campaign setup and
configuration
• Database selection criteria
and outbound campaign loading
• Standard and customized system
reports
• List Management
• Custom user data utility to
add table and columns to user data
• Monitoring of other servers
on the system
• Initiates campaigns and creates
and manages calling lists
• Monitors all stations and
daily statistics of all agents connected
to the system
• Monitors agent and campaign
activities in real-time (talking,
paused, available, log on/log off
status, and talk, wrap-up and wait
times per agent)
• Monitors the status of active
and inactive campaigns
• Monitors the progress of all
inbound and outbound calls
• Monitors ACD Queue activity
• Logs agents on and off various
campaigns
• Allows Recording and conferencing
with any agent
• Runs real-time reports of
each agent's activities
• Controls dialing campaigns
from any network node or from an off-site
location.
• Can set separate dial pacing
for each campaign depending on drop
rate
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