• Key Features

SettingsList of key features

  • ACD Supervisor

ACD Supervisor in myIstra applicationFeatures : ACD Supervisor in myIstra applicationACD Supervisor in GoYap’sCallCentre applicationACD Stats

  • ACD Agent

ACD Agent in myIstra applicationFeatures : ACD Agent in myIstra application

GoYap’s Call Centre is an intuitive full-featured advanced solution for service providers, who can now take advantage of the growing demand for call centre services, offering enterprise customers hosted inbound call centre services at a very competitive price.

Integrated with GoYap’s ISTRA platform, the solution provides a comprehensive range of Automatic Call Distribution (ACD) features as well as statistics and reporting tools that are required for call centre supervisors and agents to efficiently manage and monitor incoming calls.

Key Features

Settings

GoYaps’ Call Centre is a web administration interface enabling the call supervisor to fully configure all aspects of the call centre,including:

  • Implementation and assignment of calendars for opening and closing hours to ACD groups
  • Specific configuration settings for the group− Manage the member’s group (Add/delete agents)− Manage call queues− Callback− Language skills− Workflow− Reports− Welcome announcement− Message waiting announcement− Directory access− Voicemail, etc.

List of key features

  • Web based administration interface to configure and manage ACD agents, ACD groups and ACD supervisors
  • Powerful web provisioning tool to intuitively customize the ACD scenarios
  • Feature rich agent client application (web or native, with or without softphone)
  • Web based real-time ACD Stats and reporting interface
  • Call recording capability with recording browsing interface
  • Chat with webvisitors and answer their questions
  • Skill language capability – provides options for caller’s choices in terms of ACD agent-specialization (e.g. select an ACD agent that speak a particular language)
  • Callback service – allows a caller to hang up the call at a given moment, but still leaving the “call position” waiting in the queue and then be called back as soon as an ACD agent becomes available

ACD Supervisor

ACD supervisor in myIstra application

With the ACD Supervisor you can monitor and manage agents interactions, ACD groups, call flows, and access to real-time statistics and reporting activities.

From myCallAnalytics web interface, the supervisor analyzes call data over periods of time to use the result in building up patterns that will help in configuring the group and its resources more efficiently to better adapt to the observed call patterns.

ACD supervisor in GoYap's Call Centre application

The ACD supervisor in GoYaps’ Call Centre application design, plan and adjust the service of calls to offer a good service to callers to the company call centre.The supervisor can :

  • Access to calendars, myCallAnalytics and myIstra web interfaces
  • Assign supervisors to supervise all the groups or a limited number of groups
  • Create multiple calendars for opening/closing hours used by each ACD group
  • Assign agents to ACD groups
  • Adjust the configuration service of all aspects of the call centre
  • Setspecific configuration settings for the group (Voicemail settings, breakout to number settings, skills settings etc)

Features : ACD supervisorin myIstra application

The ACD supervisor in myIstra application can handle the following functions:

  • Access to myCallCentre, myReports and ACD Stats web interfaces
  • Access to ACD groups
  • Supervise ACD agent status
  • Log in/out agents at any time for one or all groups
  • Display of opening/closing hours for each ACD group
  • Supervise customer presence for each ACD Queue
  • Drag & Drop capabilities (mouse or finger for touchscreens)- move agent or waiting customers from one queue to another- affect one unassigned agent to specific ACD queue
  • The supervisors can take the initiative to monitor a call by using barge-in and steal functions (supervisor takes calls from agents when an agent requires support or is not able to assist the client for some reason)
  • Visualize group properties and real time updates for data like calls in queue, agent ringing, in call or pause, calls in overflow agents, priority, ring pattern SMS activated and others.

ACD Stats

The supervisor can access the ACD Stats to visualize and monitor ACD groups, ACD agents and calls in real time for all monitored groups with information about calls waiting time or pass calls that are taking too long to other groups or agents.

You can see the calls statistics per ACD groups or ACD agents :

  • Calls statistics for the groups
  • Agent statistics

ACD Agent

ACD Agent in myIstra application

GoYap’s ACD Agent from myIstra provides a total control of phone communications as well as a comprehensivearray of ACD features such as priority and call queuing, call recording and call handling control.

In addition to providing the agent with general call control capabilities for call supervision and control, easy access to corporate directories and contacts, GoYap’s myIstra application offers special features to facilitate the agent’s work.

From myRercordings the agents can record inbound calls and make a call using one of the group’s public numbers as Caller ID, these calls are also marked as ACD calls en recorded.

Features : ACD Agent in myIstra application

  • Log in/out as agent and/or from specific groups
  • Pause key allowing agent to stop call reception while the pause is active
  • Groups information about each group agents and if they are active for calls, the group distribution policy
  • Special call information for incoming calls such as Caller ID (or name when available), ACD group name, etc.
  • Access to ACD Messaging (webChat :To handle messages and answer to the website visitor )
  • Ability to pause a system recording for compliance with PCI-DSS, and other security regulations
  • Visualize group properties and real time updates for data like calls in queue, agent ringing, in call or pause, calls in overflow agents, priority, ring pattern SMS activated and others.