Call center module overview

Accolades can provide all the necessary features for a regular call center:

• Call center management (supervisor features);
• Call spy;
• Device management (for hot seat features);
• Agent interface;
• Call details records;
• Campaigns management;
• Reports;
• Dashboard for a fast call center overview;

The options displayed above are available from the Call Center module. This module is visible only if the logged in administrator has the necessary permissions to access at least one of the module options (the administrator is a supervisor, an agent, can view call details from the call center, can generate activity reports or can start dashboard instances).

Some options of the Call center module can be accessed only if the administrator has a phone device connected to his account, to perform some specific procedures (placing and receiving calls and call spy functions).