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SV8000 ACD – SMB - Features

Valuable information at your fingertips

Agents and supervisors can retrieve statistical information from inACD by simply pressing a telephone button. When queued callers or the caller hold time exceeds a pre-determined threshold, the system automatically sends alerts to agents’ and supervisors’ telephone displays. Additionally, the wide range of user-defined reports provided by inACD can be scheduled or printed on demand in graph or text format.

Embedded ACD for the SV8100

Designed specifically for the UNIVERGE SV8100 communication server, the embedded ACD’s unique integration makes the inACD easy to program and maintain.

Real-time desktop interface display

InACD’s real-time display provides a simulated wallboard. It instantly provides supervisors with both queue threshold and agent information on their PCs. Supervisors and authorised agents can use the agent desktop application to text message important information to agents or groups. Access to instant ACD information improves agent performance and reduces training time without increasing business costs.

Reports

A wide range of user-defined inACD's reports, graphs and tables are available to users to enable them to enhance their business management. These reports, graphs and tables may be scheduled or produced in graph or text format on-demand.

Skills-based priority routing

Receive and distribute ACD calls based on each agent’s assigned skill level.  There are seven priority levels for agents within each ACD queue and each ACD queue may have a different priority level also.