Call Center (Business ConneCT)

​​​​​​​​​​​​​​​​​Service Description

Supervisor Dashboard (Business ConneCT)

This service is a Windows based application that provides contact center managers with performance statistics for measuring and optimizing contact centers groups, agent pools, call handling and routing. ​​​​

Features include real-time and historical reports to identify opportunities and performance trends for individual agents, real-time agent calls and team status and performance data used for staffing and call routing adjustments.

Call Center Agent (Business ConneCT)

This service is a Windows based PC Application that enables agents to log into one or more contact center groups and take calls. The application provides activity metrics and usage optimize Contact Centers. Features include incoming caller identification, call/agent status (examples: Available, Busy, Break/Meal, Logged Out), easy access to agency developed call scripts, note taking and tally count features and call metrics (time in queue, average waiting time).​​​​

Auto Attendant (Business ConneCT​)

​​​​This service is an add-on that provides digital receptionist software that answers phone calls and directs callers to the right person based on caller actions. Features include incoming call answering services, call transfer and routing options.

For more details on these services (including pricing, maintenance windows, and your responsibilities), please refer to the “DoIT Hos​ted VoIP Service” service agreement.

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