Xima Chronicall provides Skills Based Routing for IP Office

Xima Chronicall can provide Skills Based Routing, Active Controls, & Queued Call Back

Chronicall Agent Skills License is an Effective and Efficient way to Route Calls to Agents Based on their Skill Group & Skill Level.

Key Features and Benefits

Skills Based Routing: An advanced and more effective way to route calls to agents based on their skill group and skill level. In Chronicall Multimedia, you may create as many skill groups as you desire and place as many agents into the skill groups as you need. Calls can be routed based on; most idle agent, linear, or in a circular call distribution or more importantly, by determining your best skilled agents across all skill groups by using our algorithm: Intelligent Highest Skill First.

Xima Chronicall Skills Based Agent License is full capabilities which include:

Skill Groups: Create an unlimited amount of skill groups to fit your business needs. Using Xima’s Intelligent Highest Skill First routing rule you ensure that your customer gets to the appropriate personnel in a timely manner.

Active State Controls: Provide supervisors with the ability to control agents’ state from the convenience of their desktop PC, via Chronicall. This will enable call center supervisors to log agents in and out of their skill groups, place an agent into a Not Ready state or manage calls in queue.

Agent Desktop: Agents are empowered through Agent Desktop to log in and out of their respective skill groups, place themselves in a not ready state, or continue their after call work (ACW) time to ensure they finish up their process before moving on to the next call.

Queue Call Back: Customers no longer have to wait in queue. Queue Call Back enables customers to wait in line without having to wait on the phone. When their time is up, the system will call them and connect them with an agent.

Cradle to Grave Interface: Chronicall’s unique Cradle to Grave interface allows you to drill down on all this new data. Determine how your agents are doing, when are your peak call times, and if customers are using queue call back and how has that improved their experience.

Music on Hold: Record custom messages for your customers while they wait, or you’re your preferred music by simply adding the music file to Chronicall’s directory. No limit to the number of on hold music options or announcements.

Reporting: Chronicall offers over 50 standard reports so you can easily receive access to the data you need. Scheduled reports can run hourly, daily, weekly or monthly.

ECS is an AVAYA Edge Emerald Level Business Partner & Xima Chronicall Reseller located in Seattle, WA & Portland, OR.

ECS provides local technicians for on-site work installing and servicing a variety of voice/data equipment, ie; Avaya Aura Servers, Gateways, Messaging, Telephones, Firewalls, Ethernet Switches, Low Voltage Cabling, WiFi, CCTV, POS, Paging, etc. 

ECS provides services in the states of Washington & Oregon, primarily in the greater Seattle & Portland areas.

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