app4KALLIOPE
CALL CENTER

bg call center
 
The Kalliope Call Center module adds to KalliopePBX advanced features specially designed for call centers. It has four main features.
 1. Kalliope Supervisor Panel
Kalliope Call Center lets you define the roles of "queue operator" and "supervisor".
Each operator can be assigned to multiple queues with customizable priority levels.
Queue operator
Upon receiving a call, the operator will be notified of the queue the call originates from, either through caller ID or through an audio file associated with the queue that KalliopePBX plays once the call is answered, heard only by the operator. With KalliopeCTI Pro or Phone, operators can view general queue and personal statistics. Operators can also change their status from active to paused in specific queues.
Supervisor
A supervisor can:
• access general queue statistics and the personal statistics of each operator;
• view and change the pause status of each operator;
• increase the number of operators by dynamically adding extensions to specific queues if necessary (e.g. because of queue overload);
• use "spy", "whisper", and "barge" services for quality monitoring.
 2. Advanced CDR
The Call Center call detail record (CDR) is a complete and exhaustive log that documents the details of every call answered from a queue such as outcome of the call, total waiting time, effective conversation time, which operator answered the call, which operator did not pick up the call, etc. This offers a way to evaluate each operator in order to assess the quality of the offered service.
The call detail record can be fully exported to CSV or Excel formats through the REST API available with KalliopePBX.
3. Call Tagging
Call Tagging lets you assign a numeric code (tag) to an outbound call. This tag will then be visible on the KalliopePBX CDR.
For example, with Call Tagging you can group together all calls belonging to a specific campaign.
4. Automatic callback
With Kalliope Call Center a user in the queue can, after listening to the message informing them of the estimated waiting time and queue status, choose to reserve their place in the queue, so they can receive a call once an operator is free.
The PBX will memorize the position of the user in the queue and will automatically call them back once all calls before them have finished, forwarding the call to an operator chosen by the system.

FEATURES

  • Supervisor and operator roles
  • Spy/Whisper/Barge audio supervision
  • Active/pause status management
  • Advanced CDR
  • Automatic callback on busy operators
  • Outbound call tagging
  • Detailed logs for each queue
  • Monitoring thresholds of the service
  • Status management through phone codes

 

ADVANCED CDR STATISTICS

  • Call outcome (answered, missed)
  • Operator who answered the call
  • Caller number
  • Called number
  • Time and date of arrival, answering, and end of call
  • Name of the queue involved
  • Total waiting time
  • Effective conversation time
  • Monitoring thresholds for the offered service
  • Exit cause