CC Pro Features:
Co-listening
This feature makes it possible to listen in on colleagues' conversations in real-time. Both the person who listens in and the person who is listened to need the CC Pro additional service.
Call widgets
The call widget function is used to display more information about a call. You can also use it to open a dynamic URL that is adapted to information related to the call, for example, the caller's number or which queue the call comes from.
Delayed Hunt Group
If all the queue's members are using CC Pro, you can add them to the queue's delayed hunt group. It is possible to create a few different groups and with this functionality, you can select how calls should ring in the queue.
On-hook waiting/Call-back
If all the queue's members are using CC Pro, a functionality called On-hook waiting will be available in queue settings. If you choose to activate this functionality, there will be a few settings that need to be configured. Check out the On-hook waiting article for a more detailed explanation!
When On-hook waiting is activated in a queue, it is good to remember that it will not affect how you answer your calls. Regardless if your customers are using on-hook waiting or not, the call will ring in the queue normally.
Activate profiles automatically (Wrap-up time and a failed call attempt)
The most common way to use this functionality is to set a profile to be activated after a finished call. The profile is often set so that it logs out the user from queues and thus will not send calls to this user. This way, the functionality is used as an automatic wrap-up time that starts after a call.
Pause Profiles
Pause profiles are profiles that can be activated by pressing a pause button in the Telavox app – this way, you can activate a profile fast and log out from queues. In order to turn a profile into a pause profile, you have to go to Users > Profiles. Then select a user and a profile (or create a new one). After having done this, you can mark a profile as a pause profile as shown below.
The checkbox for a pause profile is available only for users with CC Pro.
Dashboard
Users with CC Pro can create different dashboards to see how their queues and agents are doing throughout the day. You can create a dashboard from one or many queues, or select which agents are shown in your dashboard. That way, you will get an overview of your queues or agents.
Statistics
Users with CC Pro also have access to Statistics. This can be found in the Statistics tab(only visible if you have CC Pro) in the admin portal.
Power BI.
As we develop this, it is part of CC Pro.