Report ticket log - wcc contact center solution

Call settings

The voice setting module is a very important function module in the entire system of the West Side. Under this functional module, users can make detailed settings and definitions for their call center.

Pre-dialing

The system automatically dials the customer and assigns the call to the agent, which eliminates a series of actions such as agent search for numbers, dialing, and waiting for ringing. This saves more time ... ...

Questionnaire

When the agent calls with the customer, the agent's job page can directly conduct questionnaire survey on the customer according to the questionnaire content. It can also directly set up the questionnaire... ...

rpt w/o log

The report function can quickly export project or task details or summary information. The setting of the work order enables the internal personnel's work record to be more clearly feedback. The log function tells... ...

Monitoring

The system provides agent-level monitoring and global monitoring capabilities. The leader can monitor the work of one or more skill groups. Intelligent quality inspection can fully examine agent's... ...

Reports

Targeted reports are designed at different levels of the system. The reports provide a one-key export model that allows users to apply report data more flexibly and make feedback quickly.

Detailed report
Summary report
Rate report
Quality inspection report, etc.

Work order

Work orders can be used to standardize a workflow, including allocation rules, circulation rules, and the system records all operation history of work orders. At the same time, the system supports multiple types of work orders.

Support multiple custom fields
Support multi-workgroup circulation
Post-sale problem handling
Customer complaint processing
Follow up sales opportunities

Logs

The log record is a log that records the user behavior of the system, including the operation user name, operation type, user's IP address, request address, and request parameters that can be searched for. The log records all have a detailed description of this information. When looking for operating problems, the root cause can be found quickly so that it can be effectively resolved.

Find the source of the problem
Detailed record operation users
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About WCC

Our contact center system is a cloud native solution, and also has an intelligent contact center architecture and solutions which is designed for the growing needs of multichannel customers in order to deliver an intelligent and efficient operational experience for you.

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