Call center

The Call center tab allows configures the modules required for the call center procedures, for this account.

Using the interface the properties for the call center module can be set up: call center call history, internal CRM status, call categories for the account.

Call center call history

This option allows for showing the call history, to a call center agent for the number being used, either for inbound queue calls or outbound campaign calls.

If the option is active, then the call history will be displayed. Because this operation is quite intensive for the database (especially if the account has a lot al calls stored – over 100k). In that case, the agent needs to wait quite some time for the interface to be updated.

If the option is inactive then the call history will not be shown but all other info about the caller will be displayed almost instant.

Internal CRM

The property defines if the Customers module is active for this account.

By enabling the Internal CRM module, Accolades will display additional fields, used for setting up to 20 custom properties for the customers of this account (for example, after the regular properties, like family name, given name, date of birth, remarks, the administrator can define additional fields, like customer group, delivery zone or any other property).

The fields can be Inactive (that property will not be used for the customers) or Active. When the field is Active, the administrator has to define the name of the property that will be appended to the customer model.

Call category

The section displays a list with the available categories for the processed calls inside the call center. An agent can select one value from this list, when processing a call. From the account interface the administrator can define up to 20 call categories. If one or more values are left blank, then those categories will not be displayed to the agent.