Call & Task Management
Phone Number Masking (Masked Calling)
Call Masking is a feature designed to enhance privacy and regulatory compliance by making customer phone numbers confidential. It allows the Administrator to hide customer phone numbers from agents and other users across the system interface, reports, and backend databases.
ACW - After Call Work
Wrap Up Time, also known as After Call Work (ACW), is a configurable period of time that an agent is given after concluding an interaction (like a call or chat) before they are made available to take a new one. This time is dedicated to post-interaction tasks.
Call Whisper
Call Whispering, or whisper coaching, is a feature that allows a supervisor to speak directly to an agent during a live call without the customer hearing. This tool is invaluable for providing real-time guidance, feedback, and support to agents while they are actively engaged with a customer.
Call Barge
Call Barging is a real-time monitoring feature that allows a supervisor to enter a live call between an agent and a customer and speak with both parties. It is typically used for on-the-spot assistance, de-escalation, or to close a sale.
Callback
The Callback feature allows agents to schedule a call to a customer for a later time or date. This is a critical tool for managing leads and for accommodating customers, whether the need for a callback arises from an inbound or outbound interaction.
Warm Transfer to Queue/ Agent (Confer)
Warm Transfer is a call control function that allows a primary agent to transfer a customer's call to another agent or supervisor after giving the recipient background information about the caller. This feature is designed to ensure a seamless handover and improve the customer experience by preventing the caller from having to repeat their issue.
Wrap Up Time
Wrap Up Time, also known as After Call Work (ACW), is a configurable period of time that an agent is given after concluding an interaction (like a call or chat) before they are made available to take a new one. This time is dedicated to post-interaction tasks.
Manual Call
Manual Call is a feature that allows agents to place an outbound call by manually dialing a phone number that is not part of an automated campaign lead list. This is essential for one-off calls, follow-ups, or calling numbers provided by a customer during an interaction.