The agent screen is basically an interactive web page. It allows the agent to interface with the system during the process of a call and do things such as add or modify information about the customer, conference in other parties, transfer the call, record and many other functions necessary in a call center.

Pause codes : If set by the administrator it is used to track kind of break agent is on.

• Script tab : to show the agent a script to read. If it is set up by the administrator, the SCRIPT tab may pop up when a call is transferred to the agent.
• Park call : it allows the agent to send a customer that is in your session to a music-on-hold waiting area.
• Third Party Calls : allows the agent to transfer the call or add a third party. The agent has the option to continue the call with the third party & customer or leave the call and let the third party and customer continue to talk.
• Transfer call : allows the agent to transfer the customer to a new line. This can also be used to transfer calls to manager/supervisor. DTMF digits : the agent screen allows to send DTMF digits.
• Hotkeys : Hotkeys are a way of reducing the time it takes to hangup and disposition a call if the customer is unavailable. If the administrator has set it up, the agents by pressing one of the number keys(1-9) on the keyboard can accordingly put the disposition to that call. Call backs : The Callback feature allows for the setting of a date and time for callback leads.
• Manual dialing and preview dialing : This allows for the agent to be able to see the lead information before the call is placed.

Administrators of the system have a great deal of information that they can look at involving agent operations, stats and current status. He can tell how long an agent was paused, how long they waited, how long they talked and how long they took to dispose each individual call. They also have access to login/logout times and the status of every disposition of every call an agent has ever made. They have the ability to listen in on all conversations, barge into those conversations and talk, hangup an agent at any time and grab the customer they are talking to, and deactivate the agent account at any time. Also, they will have access to recordings of agents.

The features of the administrator screen are:

• Add / modify users – Used to add new user accounts or modify existing users.
• Create / modify campaigns – Used to create new or modify existing campaigns. Listed below are few controls / features at the campaign level.
• Dialing mode – Manual, Preview & Adaptive
• AMD detection – Answering Machine Detection
• Load leads – for uploading leads for automatic dialing. The upload has feature to check for
duplicates at the lead set level, campaign level and over all DB level
• Load DNC lists or individual numbers
• Dial Timeout
• Lead filters – Method of filtering leads
• Enforce use of internal / campaign DNC
• Create / modify outbound survey campaigns
• Create / modify inbound campaigns – few feature are as listed:
• Custom welcome message and music on hold
• Play place in line
• Play estimated hold time
• Build custom IVR with prompts