With recent roll out of GreatPoint release of the CrystalBlue Voice Services, Whaleback Systems is now offering web-based presence, call management, live ACD Statistics and Chat to all new customers. Geared to eliminate the front desk console, web-based Presence allows operators and any system users to see the status of the co-workers in real time. Additionally customers with multiple offices can now enjoy this integrated service. GreatPoint release, also introduced ACD ( Automatic Call Distribution) functionality, which also made it into the web-based real time agent statistics and historical reporting.
Here is a full list of current functionality:
- Online Secure Chat
- Phone Dial
- User Presence Status ( Available / DND / Out of the Office)
- User Defined Status ( freeform)
- User Grouping
- Call Log ( missed/received/voicemail)
- Call Back
- ACD Agent Status
- ACD Call Timers
- ACD Que Origin
- ACD Caller ID Stats
- ACD Daily Stats
- ACD Reporting