{"id":32735,"date":"2010-08-30T09:00:00","date_gmt":"2010-08-30T09:00:00","guid":{"rendered":"https:\/\/enreach.es\/blog\/blogmasvoz-incorpora-lescolta-de-trucades-en-temps-real\/"},"modified":"2022-06-23T13:49:28","modified_gmt":"2022-06-23T13:49:28","slug":"blogmasvoz-incorpora-lescolta-de-trucades-en-temps-real","status":"publish","type":"post","link":"https:\/\/enreach.es\/ca\/blog\/blogmasvoz-incorpora-lescolta-de-trucades-en-temps-real\/","title":{"rendered":"masvoz incorpora l’escolta de trucades en temps real"},"content":{"rendered":"

Els clients de masvoz disposen de la nova funcionalitat d’escolta de trucades online, per tal que responsables i supervisors puguin escoltar en temps real qualsevol trucada en curs atesa per un agent, ja sigui a trav\u00e9s de prefixos comercials (900\/901\/902), serveis premium (803\/806\/807\/905) o numeraci\u00f3 internacional.<\/p>\n

Aquesta millora s’afegeix a la posta en marxa del nou m\u00f2dul de supervisi\u00f3<\/strong> el passat mes de maig i dels nous informes estad\u00edstics<\/strong> el mes de mar\u00e7, i respon a l’objectiu de Masvoz de desenvolupar cont\u00ednuament millores i nous serveis de valor per als seus clients.<\/p>\n

Sobre el Sistema Virtual d’Agents de Masvoz<\/strong><\/p>\n

El Sistema Virtual d’Agents<\/a> ofereix als centres d’Atenci\u00f3 al Client tots els avantatges de disposar d’un complet sistema de distribuci\u00f3 de trucades (ACD), sense haver de fer cap inversi\u00f3 en adquisici\u00f3 d’equips o llic\u00e8ncies d’agents. El model ASP en el que es basa la soluci\u00f3 de masvoz<\/strong> permet als agents <\/strong>connectar-se a l’ACD des de qualsevol ubicaci\u00f3 amb connexi\u00f3 a Internet i una l\u00ednia de tel\u00e8fon, que pot ser fixa, m\u00f2bil o IP, nacional o internacional.<\/p>\n

Per fer-ho, l’agent utilitza una aplicaci\u00f3 web a trav\u00e9s de la qual pot modificar el seu estat, transferir trucades a altres agents, gravar trucades sota demanda, tipificar els contactes mantinguts i veure el llistat de les trucades ateses.<\/p>\n

D’altra banda, els supervisors i responsables<\/strong> del contact center disposen d’un perfil avan\u00e7at que els permet veure en temps real les trucades en curs, comprovar l’estat dels agents, seguir les cues en espera, consultar el detall de les trucades rebudes i escoltar on-line les converses mantingudes pels agents per auditar la qualitat del servei. El sistema disposa de quatre informes estad\u00edstics de gran utilitat per fer el seguiment amb detaqll de l’activitat del contact center: informes de Cues, d’Agents, d’Activitat per Agent i d’Estats per Agent.<\/p>\n

Finalment, gr\u00e0cies a una completa i intu\u00eftiva eina de gesti\u00f3 online, els supervisors tamb\u00e9 poden crear nous grups d’agents, modificar el tamany i comportament de les cues, i aplicar a les diferents campanyes tota la l\u00f2gica d’enrutament intel\u00b7ligent disponible en el Panell de Control<\/a> de masvoz<\/strong>.\u00a0<\/p>\n","protected":false},"excerpt":{"rendered":"

Aquesta nova funcionalitat complementa a la de gravaci\u00f3 de trucades i permet als supervisors d\u0092un Centre d\u0092Atenci\u00f3 al Client gestionar i auditar amb major precisi\u00f3 la qualitat del servei.<\/p>\n","protected":false},"author":1,"featured_media":32736,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[2146],"tags":[],"class_list":["post-32735","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-noticies"],"acf":[],"yoast_head":"\nmasvoz incorpora l'escolta de trucades en temps real - Enreach ES<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/enreach.es\/ca\/blog\/blogmasvoz-incorpora-lescolta-de-trucades-en-temps-real\/\" \/>\n<meta property=\"og:locale\" content=\"ca_ES\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"masvoz incorpora l'escolta de trucades en temps real - Enreach ES\" \/>\n<meta property=\"og:description\" content=\"Aquesta nova funcionalitat complementa a la de gravaci\u00f3 de trucades i permet als supervisors d\u0092un Centre d\u0092Atenci\u00f3 al Client gestionar i auditar amb major precisi\u00f3 la qualitat del servei.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/enreach.es\/ca\/blog\/blogmasvoz-incorpora-lescolta-de-trucades-en-temps-real\/\" \/>\n<meta property=\"og:site_name\" content=\"Enreach ES\" \/>\n<meta property=\"article:published_time\" content=\"2010-08-30T09:00:00+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2022-06-23T13:49:28+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/enreach.es\/wp-content\/uploads\/2022\/06\/94-contact-center-970x630-7.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"970\" \/>\n\t<meta property=\"og:image:height\" content=\"630\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Enreach\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Escrit per\" \/>\n\t<meta name=\"twitter:data1\" content=\"Enreach\" \/>\n\t<meta name=\"twitter:label2\" content=\"Temps estimat de lectura\" \/>\n\t<meta name=\"twitter:data2\" content=\"2 minuts\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/enreach.es\/ca\/blog\/blogmasvoz-incorpora-lescolta-de-trucades-en-temps-real\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/enreach.es\/ca\/blog\/blogmasvoz-incorpora-lescolta-de-trucades-en-temps-real\/\"},\"author\":{\"name\":\"Enreach\",\"@id\":\"https:\/\/enreach.es\/#\/schema\/person\/28954c3c2fff07efa64b14aae4e755e3\"},\"headline\":\"masvoz incorpora l’escolta de trucades en temps real\",\"datePublished\":\"2010-08-30T09:00:00+00:00\",\"dateModified\":\"2022-06-23T13:49:28+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/enreach.es\/ca\/blog\/blogmasvoz-incorpora-lescolta-de-trucades-en-temps-real\/\"},\"wordCount\":387,\"image\":{\"@id\":\"https:\/\/enreach.es\/ca\/blog\/blogmasvoz-incorpora-lescolta-de-trucades-en-temps-real\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/enreach.es\/wp-content\/uploads\/2022\/06\/94-contact-center-970x630-7.jpg\",\"articleSection\":[\"Not\u00edcies\"],\"inLanguage\":\"ca\"},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/enreach.es\/ca\/blog\/blogmasvoz-incorpora-lescolta-de-trucades-en-temps-real\/\",\"url\":\"https:\/\/enreach.es\/ca\/blog\/blogmasvoz-incorpora-lescolta-de-trucades-en-temps-real\/\",\"name\":\"masvoz incorpora l'escolta de trucades en temps real - Enreach ES\",\"isPartOf\":{\"@id\":\"https:\/\/enreach.es\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/enreach.es\/ca\/blog\/blogmasvoz-incorpora-lescolta-de-trucades-en-temps-real\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/enreach.es\/ca\/blog\/blogmasvoz-incorpora-lescolta-de-trucades-en-temps-real\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/enreach.es\/wp-content\/uploads\/2022\/06\/94-contact-center-970x630-7.jpg\",\"datePublished\":\"2010-08-30T09:00:00+00:00\",\"dateModified\":\"2022-06-23T13:49:28+00:00\",\"author\":{\"@id\":\"https:\/\/enreach.es\/#\/schema\/person\/28954c3c2fff07efa64b14aae4e755e3\"},\"breadcrumb\":{\"@id\":\"https:\/\/enreach.es\/ca\/blog\/blogmasvoz-incorpora-lescolta-de-trucades-en-temps-real\/#breadcrumb\"},\"inLanguage\":\"ca\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/enreach.es\/ca\/blog\/blogmasvoz-incorpora-lescolta-de-trucades-en-temps-real\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"ca\",\"@id\":\"https:\/\/enreach.es\/ca\/blog\/blogmasvoz-incorpora-lescolta-de-trucades-en-temps-real\/#primaryimage\",\"url\":\"https:\/\/enreach.es\/wp-content\/uploads\/2022\/06\/94-contact-center-970x630-7.jpg\",\"contentUrl\":\"https:\/\/enreach.es\/wp-content\/uploads\/2022\/06\/94-contact-center-970x630-7.jpg\",\"width\":970,\"height\":630},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/enreach.es\/ca\/blog\/blogmasvoz-incorpora-lescolta-de-trucades-en-temps-real\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Portada\",\"item\":\"https:\/\/enreach.es\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"masvoz incorpora l’escolta de trucades en temps real\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/enreach.es\/#website\",\"url\":\"https:\/\/enreach.es\/\",\"name\":\"Enreach ES\",\"description\":\"\",\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/enreach.es\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"ca\"},{\"@type\":\"Person\",\"@id\":\"https:\/\/enreach.es\/#\/schema\/person\/28954c3c2fff07efa64b14aae4e755e3\",\"name\":\"Enreach\",\"image\":{\"@type\":\"ImageObject\",\"inLanguage\":\"ca\",\"@id\":\"https:\/\/enreach.es\/#\/schema\/person\/image\/\",\"url\":\"https:\/\/secure.gravatar.com\/avatar\/6c3d6ca5b1fa750a1a92fe9d4ca0c2386fa0535da2b857d01c1bb3ccd2dfc207?s=96&d=mm&r=g\",\"contentUrl\":\"https:\/\/secure.gravatar.com\/avatar\/6c3d6ca5b1fa750a1a92fe9d4ca0c2386fa0535da2b857d01c1bb3ccd2dfc207?s=96&d=mm&r=g\",\"caption\":\"Enreach\"},\"sameAs\":[\"https:\/\/enreach.es\"],\"url\":\"https:\/\/enreach.es\/ca\/blog\/author\/mk-admin\/\"}]}<\/script>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"masvoz incorpora l'escolta de trucades en temps real - Enreach ES","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/enreach.es\/ca\/blog\/blogmasvoz-incorpora-lescolta-de-trucades-en-temps-real\/","og_locale":"ca_ES","og_type":"article","og_title":"masvoz incorpora l'escolta de trucades en temps real - Enreach ES","og_description":"Aquesta nova funcionalitat complementa a la de gravaci\u00f3 de trucades i permet als supervisors d\u0092un Centre d\u0092Atenci\u00f3 al Client gestionar i auditar amb major precisi\u00f3 la qualitat del servei.","og_url":"https:\/\/enreach.es\/ca\/blog\/blogmasvoz-incorpora-lescolta-de-trucades-en-temps-real\/","og_site_name":"Enreach ES","article_published_time":"2010-08-30T09:00:00+00:00","article_modified_time":"2022-06-23T13:49:28+00:00","og_image":[{"width":970,"height":630,"url":"https:\/\/enreach.es\/wp-content\/uploads\/2022\/06\/94-contact-center-970x630-7.jpg","type":"image\/jpeg"}],"author":"Enreach","twitter_card":"summary_large_image","twitter_misc":{"Escrit per":"Enreach","Temps estimat de lectura":"2 minuts"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"Article","@id":"https:\/\/enreach.es\/ca\/blog\/blogmasvoz-incorpora-lescolta-de-trucades-en-temps-real\/#article","isPartOf":{"@id":"https:\/\/enreach.es\/ca\/blog\/blogmasvoz-incorpora-lescolta-de-trucades-en-temps-real\/"},"author":{"name":"Enreach","@id":"https:\/\/enreach.es\/#\/schema\/person\/28954c3c2fff07efa64b14aae4e755e3"},"headline":"masvoz incorpora l’escolta de trucades en temps real","datePublished":"2010-08-30T09:00:00+00:00","dateModified":"2022-06-23T13:49:28+00:00","mainEntityOfPage":{"@id":"https:\/\/enreach.es\/ca\/blog\/blogmasvoz-incorpora-lescolta-de-trucades-en-temps-real\/"},"wordCount":387,"image":{"@id":"https:\/\/enreach.es\/ca\/blog\/blogmasvoz-incorpora-lescolta-de-trucades-en-temps-real\/#primaryimage"},"thumbnailUrl":"https:\/\/enreach.es\/wp-content\/uploads\/2022\/06\/94-contact-center-970x630-7.jpg","articleSection":["Not\u00edcies"],"inLanguage":"ca"},{"@type":"WebPage","@id":"https:\/\/enreach.es\/ca\/blog\/blogmasvoz-incorpora-lescolta-de-trucades-en-temps-real\/","url":"https:\/\/enreach.es\/ca\/blog\/blogmasvoz-incorpora-lescolta-de-trucades-en-temps-real\/","name":"masvoz incorpora l'escolta de trucades en temps real - Enreach ES","isPartOf":{"@id":"https:\/\/enreach.es\/#website"},"primaryImageOfPage":{"@id":"https:\/\/enreach.es\/ca\/blog\/blogmasvoz-incorpora-lescolta-de-trucades-en-temps-real\/#primaryimage"},"image":{"@id":"https:\/\/enreach.es\/ca\/blog\/blogmasvoz-incorpora-lescolta-de-trucades-en-temps-real\/#primaryimage"},"thumbnailUrl":"https:\/\/enreach.es\/wp-content\/uploads\/2022\/06\/94-contact-center-970x630-7.jpg","datePublished":"2010-08-30T09:00:00+00:00","dateModified":"2022-06-23T13:49:28+00:00","author":{"@id":"https:\/\/enreach.es\/#\/schema\/person\/28954c3c2fff07efa64b14aae4e755e3"},"breadcrumb":{"@id":"https:\/\/enreach.es\/ca\/blog\/blogmasvoz-incorpora-lescolta-de-trucades-en-temps-real\/#breadcrumb"},"inLanguage":"ca","potentialAction":[{"@type":"ReadAction","target":["https:\/\/enreach.es\/ca\/blog\/blogmasvoz-incorpora-lescolta-de-trucades-en-temps-real\/"]}]},{"@type":"ImageObject","inLanguage":"ca","@id":"https:\/\/enreach.es\/ca\/blog\/blogmasvoz-incorpora-lescolta-de-trucades-en-temps-real\/#primaryimage","url":"https:\/\/enreach.es\/wp-content\/uploads\/2022\/06\/94-contact-center-970x630-7.jpg","contentUrl":"https:\/\/enreach.es\/wp-content\/uploads\/2022\/06\/94-contact-center-970x630-7.jpg","width":970,"height":630},{"@type":"BreadcrumbList","@id":"https:\/\/enreach.es\/ca\/blog\/blogmasvoz-incorpora-lescolta-de-trucades-en-temps-real\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Portada","item":"https:\/\/enreach.es\/"},{"@type":"ListItem","position":2,"name":"masvoz incorpora l’escolta de trucades en temps real"}]},{"@type":"WebSite","@id":"https:\/\/enreach.es\/#website","url":"https:\/\/enreach.es\/","name":"Enreach ES","description":"","potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/enreach.es\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"ca"},{"@type":"Person","@id":"https:\/\/enreach.es\/#\/schema\/person\/28954c3c2fff07efa64b14aae4e755e3","name":"Enreach","image":{"@type":"ImageObject","inLanguage":"ca","@id":"https:\/\/enreach.es\/#\/schema\/person\/image\/","url":"https:\/\/secure.gravatar.com\/avatar\/6c3d6ca5b1fa750a1a92fe9d4ca0c2386fa0535da2b857d01c1bb3ccd2dfc207?s=96&d=mm&r=g","contentUrl":"https:\/\/secure.gravatar.com\/avatar\/6c3d6ca5b1fa750a1a92fe9d4ca0c2386fa0535da2b857d01c1bb3ccd2dfc207?s=96&d=mm&r=g","caption":"Enreach"},"sameAs":["https:\/\/enreach.es"],"url":"https:\/\/enreach.es\/ca\/blog\/author\/mk-admin\/"}]}},"_links":{"self":[{"href":"https:\/\/enreach.es\/ca\/wp-json\/wp\/v2\/posts\/32735","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/enreach.es\/ca\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/enreach.es\/ca\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/enreach.es\/ca\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/enreach.es\/ca\/wp-json\/wp\/v2\/comments?post=32735"}],"version-history":[{"count":0,"href":"https:\/\/enreach.es\/ca\/wp-json\/wp\/v2\/posts\/32735\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/enreach.es\/ca\/wp-json\/wp\/v2\/media\/32736"}],"wp:attachment":[{"href":"https:\/\/enreach.es\/ca\/wp-json\/wp\/v2\/media?parent=32735"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/enreach.es\/ca\/wp-json\/wp\/v2\/categories?post=32735"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/enreach.es\/ca\/wp-json\/wp\/v2\/tags?post=32735"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}