Xima Skills Based Routing Agent Bundle

What is included with Xima’s “Skills Based Routing” Bundle ?

♦ Realtime Agent Timeline Display

♦ Group Timeline Display

♦ Wallboard Displays (unlimited)

♦ Alerts and Triggers via Pop Screen, SMS, Email

♦ Reporting on DND, NR, ACW, Logged In

♦ Agent Dashboards

♦ Account Code Association

♦ API – CRM Integration

♦ Reason Codes

♦ Custom Note Field

♦ Agent Presence Display

♦ Unlimited Skill Groups

♦ Priority Level for Skill Group Calls

Unlimited Queue Announcements per Skill Group:

♦ Position in Queue

♦ Estimated Wait Time

♦ Pre-transfer Notice

♦ Custom Announcements

Full Control of Queue Music per Skill Group:

♦ Preloaded Music Options

♦ Ability to Add Unlimited Music

Control of Call Routing to Skill Groups:

♦ Most Idle, Linear, or Circular Routing

♦ Intelligent Highest Skill First Routing

♦ Queue Timeout and Overflow Options

Supervisor Active State Controls:

♦ Force Agents to Ready/Not Ready Status

♦ Enable/Disable Agents from Skill Groups

♦ Pull Calls from a Queue and Transfer to Agents

Agent Active State Controls:

♦ Ready/Not Ready Themselves

♦ After Call Work Timer Allows Agent to Wrap Up After Calls

♦ Ability to Extend ACW Time or End Early

♦ Click to Dial


ECS is an Xima Software 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, Voicemail, Telephones, Firewalls, Ethernet Switches, Low Voltage Cabling, CAT5e/CAT6, Fiber, Circuit Extensions, Wireless Networking, Video Surveillance, Point of Sale, Overhead Paging, etc. 

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

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