Call Transfer
Call transfer allows agents to pass a call they are handling directly to another agent, queue or external number with ease. The agent can also release the caller from hold to resume the conversation, giving the agent full control on the transfer process. .
Agent Assistant
The Agent Assistant is a floating widget that allows agents to manage their presence in the queue whilst simultaneously navigating the portal. Using the control panel they can log in and out of the queue, start breaks and pauses, initiate outbound calls and more, without hindering access to critical reports.
Customisable Breaks and Pauses
ARTIC’s customisable breaks and pauses allow for complete freedom in controlling staff adherence to daily rostering schedules. Unlimited flexibility in the purpose and length of breaks and pauses ensures ARTIC fits seamlessly into existing business processes, whilst full status reporting keeps employees accountable.
Hold Music
With the Hold Music feature, you can include custom messaging and music whilst your customer is on hold. This will enable you to provide the ideal customer experience to the caller.
Caller Status Logging
ARTIC’s Caller Status Logging allows better logs on caller progression through the ARTIC queues. It also provides visibility for both the caller and the agent on how the queues are progressing.
Automatic Return Call
The Automatic Return Call feature captures missed calls and automatically adds them to the queue for the agents to return call. This ensures 100% of your missed calls can be returned while the lead is still hot.
Scheduled Reporting
If you are running the same reports regularly ARTIC has the capability to automate and schedule the reports for you and send them as often as you need.
Email Notification
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