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 Yeastar Enterprise 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

  • Real-time metrics on Wallboard: Displays 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.

  • 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.

  • SLA for performance measurement: Consistent delivering service that meet or exceed the expectations set out in the SLA.

  • Insightful Call Center reports: Real-time and historical reports that help the system administrator to track queue performance indicators, and assess agent performance.

Steps to set up Call Center

  1. Create a queue.
  2. Set up Call Center.
    1. Manage queue managers: Set one or more extension users as queue managers.

      The queue managers can receive queue notifications by email.

    2. 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.
    3. Grant queue panel permissions: Grant the permissions respectively for queue manager and agents.
    4. Set up Service Level Agreement (SLA): Define a certain level of service for a queue.
  3. Manage Call Center report: View and schedule Call Center reports.