We're constantly working on making Fenero Contact Center the best solution in the market. This is made possible by you, our customers! Your feedback is invaluable to our continued development. Here are some of the latest updates we have done based on customer feedback.
- Custom Fields. You can import an unlimited number of custom fields into the system. These will then become available in the agent interface for adding or editing. Quality assurance staff also has access to updating this information in the Quality Assurance app...just in case an agent makes a mistake.
- Interaction Detail report. This allows you to view and export all data capture in the system, by campaign, lists, and disposition. If you have any custom fields defined, this report will automatically extract those custom fields and combine them with our standard fields during display.
- Agent Aux Detail. You can view detailed aux or not ready time data by agent in multiple views. These include day by half hour, day by hour, week by day, month by week, and so forth.
- Sales. You can control which dispositions are flagged as sales for reporting purposes. Our Realtime app and Agent interface will also show the number of sales handled for the day in real time.
- Instant Message. Agents can chat directly with supervisors or transfer agents in real time. Talk about minimizing the noise on the floor!
- Instant Message Log. To complement our instant messaging feature, managers can run the Instant Message Log to view messages sent between agents and supervisors, or agents to transfer agents.