Xima Software recently made a significant upgrade to their Chronicall reporting software adding the following features:
Skills-based Routing enables you to group your agents by their skin levels in multiple areas then have calls distributed to the agent best qualified to answer the enquiry. Calls can be routed to the most idea agent, linear or circular call distribution or by the Intelligent Highest Skill First algorithm.
Active State Controls provide supervisors with the ability to control agents’ state from their own PC via Chronicall. This enables the supervisor to log agents in and out of particular skill groups, place agents in a Not Ready state and manage queued calls. Agents are able to log in and out of their respective skill groups, place themselves in a Not Ready state or extend their After Call Work time before being presented with a new call.
Queued Call Back means that customers no longer have to wait in queue. Queue Call Back save the callers place in queue without them actually having to wait in queue. When their time is up Chronicall places a call to them giving them the option to be connected to an operator or to cancel the call.
Customised Queue Music enables custom messages to be played for customers if they choose to wait simply by adding the file to Chronicall’s directory. There is no limit to the number of in-queue music options or announcements.
Chronicall can work on IP500 v1, IP500v2 with Preferred Edition or Server Edition. One 3rd party SIP endpoint license is required for every 5 simultaneous calls into the Chronicall server. A CTI Link Pro license is required for R10 and above.