1 min
masvoz customers have the new functionality listener calls online, so responsible and supervisors can listen in real time any ongoing call answered by an agent, either through commercial prefixes (900/901/902) premium services (803/806/807/905) or international numbering.
This new functionality is added to the launch of the new monitoring module last May and new statistical reports in March and with the objective of Masvoz continuously develop improvements and new value for customers.
About Virtual System Agents of masvoz
The Virtual Agent System offers Customer centers all the advantages of having a complete system call distribution (ACD), without having to make any investment in equipment procurement and licensing agents. The ASP model in which the solution is based masvoz, allows agents to connect to the ACD from any location with an Internet connection and a telephone line, which can be fixed, mobile or IP, national or international.
To do this, the agent uses a web application through which you can modify your status, transfer calls to other agents, record calls on demand, establish the contacts and see the list of answered calls.
Also, supervisors and managers of the Customer Service Center feature an advanced profile that allows them to see in real time the calls in progress, check the status of agents, follow the queues waiting, check the details of the calls received and listen online discussions by agents to audit the quality of service. The system has four statistical reports useful to follow in detail the activity of the call center: reports by Queues, by Agents, and by Agent Activity States.
Finally, thanks to a complete and intuitive management tool online, supervisors can also create new groups of agents, modify the size and behavior of the queues, and apply to the various campaigns all logic intelligent routing available on the Panel Masvoz Control.
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