Call Center and Queues
Postmark Setup Requirements for SMTP relay
To set up your system to send emails through our Postmark SMTP relay, please provide the following information and complete the steps below: Information You Need to Provide: Sending Domain Name The domain you will be sending email from (e.g., ...
Disposition Codes
Introduction In a call center environment, it is important to understand the reason for and the outcome of inbound and outbound calls. Within the PressONE system, it is possible for agents to denote Call Disposition and Call Reasons as related to ...
UC Mobile App Queue Login Instructions
UC Mobile App Queue Login Instructions In your UC Mobile App, note the Call Center icon at the bottom of the screen. Tap it to get pop-up menu to Go Offline or Go Online, etc. Agent On Line in Queue Agent Call Center login UC Mobile Agent Log In/Out ...
How to use Call Center Reporting
Concept Call Center Reporting is for HISTORICAL reporting on Call Centers and their Agents. There a few real-time statistics within the Call Center tab on the portal, however, active wall board metrics would be in the Analytics Section. Stats Grid ...
Call Center Definitions
Introduction The information provided below are the Definitions and Acronyms used in the Call Center Queue and Agent portals. Queue Statistics Definitions Statistic Definition Volume (VOL) Number of calls originating through a Call Queue. Includes ...