| Expected Wait Time/Place |
SMS Standalone |
Agent Profiles |
Supervisor Custom Dashboard |
| Priority Routing |
SMS WxCC Integration |
Supervisor profiles |
Supervisor Silent Monitor/Intercept |
| Lookahead Routing |
Database Integration |
Visibility to other teams etc. |
Supervisor Agent Record |
| Callback |
Workflows |
|
Supervisor State Control |
| Scheduled Callback |
Work In Progress Items |
|
Supervisor/Agent Chat |
| Abandoned Callback |
|
|
Supervisor to Agent Alerts (list) |
| Routing Algorithm |
|
|
Agent Skill Level Routing |
| Agentless Routing |
|
|
Phone Calling |
| Skills based Routing |
|
|
Screenpop to WxCC Agent |
| Cherry Pick System-Phone/Email |
|
|
Screenpop to CRM/UI |
| VIP Routing |
|
|
Agent Automated Workflows (lighting bolt) |
| Voicemail Queueing |
|
|
Workflow Items Basic (non-integration) |
| Voicemail Pick System |
|
|
Workflow Custom (integrated) |
|
|
|
Workflow Per Channel |
|
|
|
Agent Chat |
|
|
|
Not Ready Reason Codes |
|
|
|
Work State Timer |
|
|
|
Call disposition/Wrap up Codes |
|
|
|
Post Call Survey |
|
|
|
Call Recording |
|
|
|
Scrolling Marquee |
|
|
|
Work from Home |