2600Hz’s Call Center application is a flexible cloud solution that elevates the agent experience by providing end users with an intuitive and seamless UX. The app has been built natively into Kazoo for seamless integration with all other 2600Hz apps, full API support for all features, and the reliability of Kazoo’s architecture. Call Center can be deployed either within our comm.land desktop application or in MonsterUI as a browser window.
<aside> 💡 NOTE: The most current user documentation for call center and call center pro is displayed within the actual app. This is a high level review only.
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Here are a few key terms you’ll need to know to make the most of Call Center:
Queues
are the line(s) of in-bound calls that are fielded by agents and are completely customizable within the application
Members
are any users in your account that have been added to the Call Center app
Agents
are members that are in a queue and can field calls as they enter their assigned queues
For the queues they manage, managers
can view agent and queue performance reports, toggle agent state on agent’s behalf, assign agents to queues, eavesdrop/whisper/barge for incoming and external calls, and edit queues
Admins
have all the permissions of managers, but for all queues in the account; admins can also create and delete queues, set KAZOO members as Call Center Agents, create/assign skill tags to agents, toggle call recording per agent, and enable Pro features
The basic features within Call Center include all the necessary functionality needed to start fielding inbound calls. Admins can create different call queues to define the customer experience when calling a specific number, including how and where the call is routed, what happens when the call is on hold, and what agents are assigned to which call extensions.
Pro features, which can be enabled by admins on the Settings page, provide more advanced call management settings and reporting features. These additional features include loose or strict skills-based routing, eavesdrop/whisper/barge, reporting on agent and queue performance, and the agent management dashboard. Please note that when enabled, the pro features will be available across the entire account.
Regardless of which page a user is on, there are two static features on the UI -- the user status and call drawer. The status allows a user to select an agent state from a dropdown menu of Ready, Mark as Away, or End Session.
The call drawer pops out on the right of the window and allows a user to select their default answering device from a dropdown menu. When on a call, the call drawer presents call information to the agent, including Caller ID, Caller Name, which queue the call came from, hold time, and total call duration.