The "Agent Status" functionality is a popular contact center tool that helps agents show if they are available to field calls or if the call should be redirected to an available agent.
Agent Users with general access to their profile, voicemail management, softphone functionality (including access to update call recording), plus call group and call queue membership.
Teams is a modern and collaborative feature available to AVOXI License holders.
As an Administrator and Supervisor, you have the ability to delete team members who have left the company or moved to another team.
As a Genius Admin, you can remove team members/agents from a team at any time.
As an Administrator and Supervisor, you can easily add team members at anytime To add team members/agents by selecting the "Members" tab Select the " + Add" to add users/agents to your team.
There are three options for the ring strategy: ROUND ROBIN This will ring available queue members one at a time based on the order they appear in the queue and go through that sequence until the call is answered.
Dispositions, also known as tags and provide contact center agents a structured/categorized options for qualifying what happened on inbound and outbound calls.
Admins have the ability to upload custom " In Queue Audio" to your call queue.
As an agent in a team, you have the ability to pause yourself so that incoming calls do not ring your extension, or make yourself available to answer calls.
AVOXI does not presently offer the functionality to delete audio files.
As a Genius Admin, you can add phone numbers for an agent to use as the outbound caller ID within a particular team.
Configure a voicemail for your team, using custom voicemail greets forwarded to an email address of your choice.
Select your Screen Pop template to determine the information that will be displayed on your agent's webphone when receiving an incoming queue call.
Priority Routing is an Enterprise feature that allows certain calls to be prioritized above other calls in a queue.
Skills-Based Routing (SBR) is an Enterprise feature that matches calls to the best available agent in the shortest amount of time.