Agent Group
A new feature recently added to 3CLogic’s contact center software is ‘Agent Group’. Agent Group is a feature that refers to the process of distributing calls to group of agents. This concept is used to select which agent group will receive all customer calls. All call center businesses depend heavily upon leads in order to run efficiently. Therefore, it is imperative that these leads get connected with the most proficient agents to handle their call inquiries. Agent group makes this extremely easy to configure.
Feature of Agent Group:
- With the agent group, you can make the group of agents instead of consider an agent separately.
- After making the agent groups, it is easy to apply attributes on the basis of agent group.
- Agent group of call center agents provides more flexibility to apply policies on the agents.
Agent Group also increases the performance of the call center.
- Agent group provides reports of all called leads.
- Agent groups allow administrators to set permissions on who has access to the information and features located within.
The Agent Group feature categories the level of agents in the call center based on their skill levels and capabilities.
