Every call center has issues from time to time. You could have an issue with audio quality, calls sitting in queue without being answered, or calls not even reaching the queue in the first place. You may be the greatest diagnostic genius ever, but if you don’t have better system access, the data you need may be out of your reach. Continue reading Can You Spot Problems In Your Call Center Software?
Interesting fact: there is a 99% correlation between the divorce rate in Maine and margarine consumption in the US. I was reminded of that fact on Monday when we got a call from a client complaining about audio quality. His question was whether pulling his weekly report was causing the issue.
Continue reading Why Your Best Guess Is Probably Wrong
Agent behaviour isn’t always perfectly aligned with the needs of the call center. An example of this is agent logout from the call center software. This is something that comes up from time to time. How do we make sure that agents who are logged in are actually available and working, and that agents who have gone for the day are logged out? Continue reading Is Anybody There? Logging Agents Out of Your Call Center Software
Data that can’t be extracted or reported is worth less than data that can be reported. In “Populating Client Information to Agents In Your ACD” Part 1 and Part 2 discussed getting data into the system and to agents. Once the agent has gotten their hands on it, there can be updates, changes or even new data that needs to be reported back. Details about the call usually also falls under the rubric of exportable/reportable data.
Continue reading Populating Client Information – Part 3: Getting the Data Back Out
Last updated: August 11, 2016
With the rapid adoption of Asterisk within the contact center industry, the demand for real time reporting and powerful supervisor dashboard is stronger than ever. Though the built-in call center ACD within Asterisk is very good, it not meant to be a replacement for the heavy lifting that a call center software will provide.