Apps tagged with 'acd'

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  2. CallWatchPro icon

    CallWatchPro

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    7twenty CallWatchPro Call Monitoring and Reporting Tool for Business Phone Systems, enhanced with Call Back and IVR features.

    Cost / License

    • Paid
    • Proprietary

    Platforms

    • Online
    Real-Time dashboards, KPIs. You can track dozens of KPIs in real-time, including incoming, handled and abandoned calls, maximum and average waiting time, answered percentage, service level and many more.
    Real-Time Employee Status CallWatchPro monitors extension state in real-time, because it feeds CTI data of PBX, and doesn't just read call logs. You can see the state of the extension like Ringing, Talking or Idle. If hunt/pilot groups are enabled, the system can track login/logout information of users. If the user presses the DND (Do Not Disturb) button on his phone, it can be shown as Break status.
    Historical Reports. Analyze call stats, service level, detailed call history, and export for further analysis More Than 30 Reports There are dozens of report templates, including summary reports by extensions, business units, hunt/pilot groups, call details, employee activity and many more. CallWatchPro collects data not only from CDR, but also from real-time CTI information, which allows having the most full and accurate call stats.
    +2
    Callback Option You can set up a callback option with the following scenario: Customer calls an extension, and if nobody answers, the customer hears an IVR prompt - "If you want to ask for a callback, please press 1". Once the system gets a callback request, it starts calling the employee's extension at regular intervals. When the employee is back, he picks up the call, and the system calls the customer back.
    3 alternatives