Email queues allow customers to handle emails in the same manner as phone calls. In Fenero Manager, you can setup an unlimited number of email accounts to monitor. When an email arrives to one of the monitored mailboxes, Fenero Manager automatically downloads it into the system and routes the email to the next available agent.
Email Queue Detail and Email Detail Records reports.
In addition to the Email Queues feature, two new reports exist that allows you to view performance statistics on your email queues. Email Queue Detail provides a summary of the number of emails downloaded and routed to agents, the average email handle time, and other pertinent statistics. Email Detail Records allows you to view the detail of each email received, the agent and disposition for the record, as well as any replies by your agents.
Call Detail Reports
The new Call Detail reports allow you to view the details of each call that enter or leave the Fenero system. Information reported include campaigns or queues, agents and dispositions, and average time information.
Our Real-time Activity view allows contact center managers to view activity in queues or campaigns real-time. Easy-to-use drop-downs provide filtering capabilities, as well as refresh intervals, to ensure that managers are kept up to date. Finally, you can change agent queues, log out lagging agents, or listen to live calls directly from this interface.