In-Call Settings
How can I put my callers on-hold?
Your agents can place the call on-hold by pressing * in their dialpad, and can unhold the call by pressing # in their dialpad
How can I transfer call to another Call-Group?
Your agents can transfer an ongoing-call to different call-groups by pressing DTMF codes from their phone. The DTMF codes for transfering to other agents, call-groups are predefined and shared with your agents.
Can I transfer call to another agent?
No, We currently do not provide a way to transfer calls to other agents. We only allow calls to be transfered to other call-groups.
How can my agent set Agent-Dispositions?
Agent Dispositions, describes the outcome of the call. Post/During the call, your agent is given an option to set the disposition state for the call. This allows callcenter supervisors/owners to identify and segregate the calls and derive actionable ...
Can my agent see call-pop for the upcoming/ongoing calls?
Yes, Your agent will be presented with call-popup before/during his ongoing call. The following information would be made available to agent in his call-popup: 1. Caller information 2. Caller's last few contact/call information 3. Agent can take ...
Can my agent place an ongoing call on-hold?
Your agents can keep his/her caller on-hold, in order for your agent to perform other actions without disturbance. For example your agent can use this time to verify your callers credentials, or create tickets for the issue. During the on-hold ...