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
• Live Agent Statistics
• Agents can work from anywhere with Internet
• (I.E. Remote offices or work from home agents)
• Live Call Handling for both Inbound and Outound
• Call Live/Blind Transfer
• Call Conference
• Call Hold w/ Custom On Hold Message
• Comprehensive Scripting
• Data Collection and CRM Functions
• Custom Call Dispositions
• DNC List Management
• Call Back Scheduling
• Call Back Management
• Call Recording
• Chat Functionality
• Software Integrations Available
Supervisor
Console:
Supervisor
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 live statistics
and produces real-time reports. Supervisor
is an integrated set of utilities
created for managing campaigns, maintaining
agents, importing of data and comprehensive
list management. Standard reports
can also be initiated and printed
from the Supervisor console. System Administrators
have control over campaign configuration
as well as complete campaign management,
agent monitoring, coaching and recording.
Functions:
• Agent Management
• Campaign Management
• List Management
• Easy switch between calling areas
• Standard and customized Reports
• Live Stats on agents and campaigns
• Live Call Monitoring and Call Coaching
• Manage System Detection and Recall Times
• Monitors the progress of all
inbound and outbound calls
• Monitors ACD Queue activity
• Logs agents on and off various
campaigns as needed
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