Call Center provides supervisors with real-time information about their supervised agents and queues. This information is displayed in the Dashboard. You can also navigate to a selected agent or a queue directly from the Dashboard.
Due to technical limitations of Internet Explorer and Firefox, some Call Center features do not work by default. However, you can easily correct these issues by modifying a few settings within your browser.
You use the Services tab of the Call Center Settings page to configure various services which are integrated with Call Center. These settings are only available if your administrator has assigned such services to you.
You use the Report tab of the Call Center Settings page to configure the values used as default input parameters for generating reports. If you do not provide any values here, the system defaults are used. You can change these values as required when generating reports.
The Plugins tab of the Call Center Settings page allows you to configure the plug-in software Call Center uses to provide functionality such call notification, program shortcuts, and call logs.
The Messaging tab of the Call Center Settings page allows you to configure various messaging options for Call Center. Currently, e-mail messaging and instant messaging are supported.
You use the General tab of the Call Center Settings page to configure miscellaneous settings that improve the usability of Call Center.
You use the Application tab of the Call Center Settings page to configure your application settings. The settings are different for agents and supervisors.
To configure various aspects of the Call Center application, use the Settings link at the top right-hand side of the main page.