Call Center Overview
This topic describes what is Yeastar Call Center service, highlight, and the steps to set up a Call Center.
Prerequisites
Yeastar Call Center is a service that is only available on Enterprise Plan and Ultimate Plan.
What is Yeastar Call Center service
Yeastar P-Series PBX System introduces an inbound call center solution to improve agent efficiency, responsiveness, and ultimate customer satisfaction for SMEs running service centers.
Yeastar Call Center provides a powerful console for manager and agents to handle queue calls. Call Center Console is a web-based utility integrated with Linkus Web Client, including a customizable Wallboard for proactive tracking of 16 key performance metrics, and a switchboard-type Queue Panel for real-time monitoring & control of queue activities.
For more information of monitoring queue performance and managing queue calls on Call Center Console, see Yeastar Call Center Console User Guide.
Highlight
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Real-time metrics on Wallboard: Display a range of call center metrics and KPIs that allow queue managers to monitor and optimize performance, and spot emerging trends in a central location.
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Switchboard-type Queue Panel: Show the call metrics and agents' performance in real time, and offer a comprehensive view on activity of call that allows manager and agents to handle queue calls.
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SLA for performance measurement: Consistent delivering service that meets or exceeds the expectations set out in the SLA.
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Insightful Call Center reports: Real-time and historical reports that help system administrator to track queue performance indicators, and assess agent performance.
Steps to set up Call Center
- Create a queue.
- Set up Call Center.
- Manage queue managers: Set one or more extension users as
queue managers.
The queue managers can receive queue notifications by email.
- Customize queue notification: Send email notifications to queue manager when a queue call is missed or abandoned, or the service level agreement reaches the alarm threshold.
- Grant queue panel permissions: Grant the permissions respectively for queue manager and agents.
- Set up Service Level Agreement (SLA): Define a certain level of service for a queue.
- Manage queue managers: Set one or more extension users as
queue managers.
- Manage Call Center report: View and schedule Call Center reports.