Contact Center

In XiVO, the contact center is implemented to fulfill the following objectives :

• Call routing

  Includes basic call distribution using call queues and skills-based routing

• Agent and Supervisor workstation.

  Provides the ability to execute contact center actions such as: agent login, agent logout and to receive real time statistics regarding contact center status

• Statistics reporting

  Provides contact center management reporting on contact center activities

• Advanced functionalities

  Call recording

• Screen Pop-up

• Agents
  • Creating agents
  • Managing agents in groups
  • Assigning agents to queues
  • Global settings for all agents
• Queues
  • Timers
  • No Answer
  • Advanced
  • Diversions
• Contact Center Management
  • Introduction
  • Authorizations and Access Control
  • Agents actions
  • Queue statistics
  • Queue details and configuration
  • Editing Agent Configuration
  • Multiple Agent Selection
  • Agent Base Configuration
  • Queue Recording
  • Thresholds
  • Callbacks
  • Exporting qualifications
• CC Agent Environment
  • Login
  • Statistics
  • Activities
  • Search
  • Agent list
  • Call tracking & control
  • Agent Call history
  • Customer Call History
  • Customer Call Context
  • Callbacks
  • External directory
  • Meeting room
• Call Qualifications
  • Qualification
  • Sub Qualification
  • Assign qualification to queue
  • Removing qualifications
  • Qualification answers
  • Exporting qualification answers
• Recording
  • Recording Server
  • Recording and Transfers
  • Automatic Stop/Start Recording On Queues
  • Automatic Stop Recording Upon External Transfer
  • Recording filtering
• Callbacks
  • Introduction
  • Callback Lists
  • Callback Periods
  • Managing Callbacks Using CCManager
  • Processing Callbacks with CCAgent
• Profile Management
  • Profiles Definition
  • Impact on CC Agent
• Skills-Based Routing
  • Introduction
  • Getting Started
  • Skills
  • Skill Rule Sets
  • Apply Skill Rule Sets
  • Monitoring
• XiVOcc Reporting
  • Introduction
  • Known limitations
  • Reporting Architecture
  • Attached Data
  • Using SpagoBi
  • Using Kibana
  • Database schema
  • Tables join
  • Sample of statistic data from various call flow
  • Sample SQL statistic queries