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5. Receive inbound calls
When there is a call to the contact center, the system will direct the call to the agents according to the queue settings, IVR settings.
Below image is the interface when there is a call from a customer to the system, the agent presses the blue button to receive the call, press the red button to reject the call.
Image 1: A call interface
In this interface, the agent will have information about the waiting time to ring, the number of incoming customers, duration of customer waiting time, the name of the call distribution queue, the operation receive and hang up calls
Below is the interface after the agent clicks to receive the call
Image: After-call interface
After receiving call, a call ticket will be displayed on the screen. In addition, this customer's contact details (if any) will be displayed in the right part of the screen, helping the agent immediately get customer details as well as previous records (if any).