Contact Center (Multimedia) Overview
This provides an overview of Contact Center (Multimedia) and the features that it offers.
*Administrator access is needed to make changes to Multimedia Configuration in the software.
There are four major components when looking at Multimedia: Skills-Based Routing, Active State Control, Queue Callback, and Web Chat. Each of these features are designed to make management simpler as well as provide a better experience for your clients.
This feature allows you to create skills and assign certain agents in those skills. You can also rank each agent’s expertise on certain skills from 1 to 10, 1 being the lowest level of expertise and 10 being the highest. In addition, you also get to choose what pattern you want your incoming calls to ring in. Multimedia offers four different patterns for you to select.
Most Idle: The call will go to your most idle agent.
Circular: The call will ring around the office until an agent is free to pick up.
Linear: The call will go through the line up of agents you have set up.
Intelligent Highest Skill First: This feature is unique to Chronicall. This option allows the call to go to the person who is the most skilled to answer the caller’s questions. For example, if Agent A and Agent B are equally highly skilled in Skill 1, but Agent A is also highly skilled in Skill 2, then the call will go to Agent B so that the Agent A can stay open.
No Routing Algorithm: This routing algorithm is reserved for IVRs and will not automatically route to any agents until a menu selection is made. After the caller has made a selection, the call will be routed to another group which can route the call using its own routing strategy.
To read more in-depth information on routing algorithms, click here.
Active State Control
This is a sub-feature associated with Skills-Based Routing that allows managers to log agents in or out of their groups. Active State Control also lets the manager take an agent off of Do Not Disturb when a call is coming in.
Note About Realtime
Multimedia also benefits your features in Realtime. In Realtime, Multimedia allows you to log agents into a group and click them out of Do Not Disturb. You can do this from “Agent Timeline” or “Group Timeline.”
This aspect of Multimedia gives clients the option on the phone to stay in the line, reserve an agent, or leave their number and have you call back when they’re first in line. The caller can cancel their place in line, snooze the agent, or accept the call.
Note About Realtime
Multimedia benefits your features in Realtime even further in the “Realtime Statistics” section. Multimedia provides for queue callback features and Realtime statistics, which reports on all data historically and in real time.
This feature is for clients that prefer not to speak on the phone or don’t have the option to. When going onto your site, the client can use chat box if they desire to speak with a live agent. You can customize your messages for greetings, endings, etc. You can also send screenshots and files over the chat box to help answer the client’s questions.
Updated about 2 years ago