ACD7000 : Associated functionalities

The configuration

• Routing rules
  
• Per agents, groups of agents, skills
  
• IVR scripts
  
• Music on hold
  

Supervision and statistics

• Historical of the work per agent
  
• Current calls
  
• State of agents
  
• Historical of calls
  
• Detail for each call
  
• Recording of communications (customizable)
• Discrete listening
  
• Numerous criterions of statistics