Call control & CRM | Live info | Spy agents | Agents | Queues | Reports | Recordings
Call control & CRM
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Control incoming calls from the web interface. You can see details about the calling customer, control current call or invite other extensions into conference.
1) Current call details (source queue, destination queue, caller ID, customer name loaded from CRM)
2) Accept or reject incoming call
3) Invite other extensions in conference. Once invited, the agent can detach the customer together with the invited extensions so they continue their discussion separately
4) Display the number of pending calls assigned to the agent (i.e. transferred specifically to the agent by other agents)
5) The CRM is integrated in the CallQast interface
6) Hangup, park or transfer current customer
Live information
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Real time agent activity displaying agent state and current customer name. The administrator can listen to agent conversations, intervene into a conversation or hijack the agent's customer.
Real time inbound queues displaying number of calls waiting in queue, number of agents subscribed to queue, number of idle agents subscribed to queue.
Real time Asterisk channels displaying all channels from Asterisk. The administrator can hangup selected channels.
Spy agents
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The administrator can listen or barge-in in an agent conversation. Also he can hijack the agent's customer.
Agent management
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The user management panel allows the administrator to create, modify or delete agents.
Inbound queues management
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The administrator can create inbound queues, modify queue settings or delete queues. Any change is visible immediately without restarting anything.
Reports
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Reports can be generated to evaluate agent activity. A report can be generated for a specific agent or for all agents using a specified period of time. Reports can be saved as PDF files.
Recordings
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The administrator can listen/download conversation recordings from the past. Recordings can be found by date and by agent.
Administration full video
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The administration full video shows what an administrator can do:
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Call control full video
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The call control full video shows how agents or administrators control incoming calls:
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