What is included with Xima’s “Skills Based Routing” Bundle ?
♦ Realtime Agent Timeline Display
♦ Group Timeline Display
♦ Wallboard Displays (unlimited)
♦ Alerts and Triggers via Pop Screen, SMS, Email
♦ Reporting on DND, NR, ACW, Logged In
♦ Agent Dashboards
♦ Account Code Association
♦ API – CRM Integration
♦ Reason Codes
♦ Custom Note Field
♦ Agent Presence Display
♦ Unlimited Skill Groups
♦ Priority Level for Skill Group Calls
Unlimited Queue Announcements per Skill Group:
♦ Position in Queue
♦ Estimated Wait Time
♦ Pre-transfer Notice
♦ Custom Announcements
Full Control of Queue Music per Skill Group:
♦ Preloaded Music Options
♦ Ability to Add Unlimited Music
Control of Call Routing to Skill Groups:
♦ Most Idle, Linear, or Circular Routing
♦ Intelligent Highest Skill First Routing
♦ Queue Timeout and Overflow Options
Supervisor Active State Controls:
♦ Force Agents to Ready/Not Ready Status
♦ Enable/Disable Agents from Skill Groups
♦ Pull Calls from a Queue and Transfer to Agents
Agent Active State Controls:
♦ Ready/Not Ready Themselves
♦ After Call Work Timer Allows Agent to Wrap Up After Calls
♦ Ability to Extend ACW Time or End Early
♦ Click to Dial
ECS is an Xima Software Reseller located in Seattle, WA & Portland, OR.
ECS provides local technicians for on-site work installing and servicing a variety of voice/data equipment, ie; Avaya Aura Servers, Gateways, Voicemail, Telephones, Firewalls, Ethernet Switches, Low Voltage Cabling, CAT5e/CAT6, Fiber, Circuit Extensions, Wireless Networking, Video Surveillance, Point of Sale, Overhead Paging, etc.
ECS provides services in Washington & Oregon, primarily in the greater Seattle & Portland areas.