If You Are a Call Center Administrator...

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If you are  a call center administrator here is an overview of available Telebroad resources to get you started.


Software


ACD Panel



As a call center administrator, your main software tool will be Telebroad's ACD panel.


ACD stands for Automatic Call Distribution. The ACD panel helps you control, manage and analyze the activity and performance of your call center. It automatically distributes calls to various queues according to specific criteria and rules which are designated to maximize the efficiency of calls placement and overflow.


The ACD Panel includes powerful tools for generating historical reports and live overviews of any active call flows. The user-friendly interface is designed for handling calls in real time with easy drag and drop functionality. Customized alerts address select call scenarios and ensure you are always on top of the daily operation of your call center.


See detailed user guides and FAQ for the ACD Panel here.


Analytics



Telebroad's Analytics is a collection of tools and web interfaces providing you with statistical measurements and advanced reports of calls traffic, users' activity, and group loads. A detailed log of calls, with attached audio recordings, is also maintained.


Analytics can also be used for administration of a simple phone system that does not require ACD level sophistication or queues. It features a real time control panel for all the active and holding calls where various manual operations can be performed to affect call assigning, recording, and listening in on calls for training and overseeing purposes.


See detailed user guides and FAQ for Analytics here.


System Features


Telebroad offers many system features to help you administrate your call center and enhance thr productivity of your call center agents.

 







Telephone User Guides


Telebroad has user guides to get you and your agents started with common phone functions and operations. Included are also telephone system features detailing dial codes for quick execution of certain phone functions. Provisioning walkthrough guides help you with the initial setup of each phone.


User guides for Poly SIP phones models VVX 301/311,401/411,601 and VVX 250,350,450.


User guides for Yealink SIP phones models T43U, T46S, T48S, T53/T53W, T54W/T57W,  and T58A.


User guides for Yealink DECT (wireless) phones models W52P and W56P.


User guides for conference phones - Poly SoundStation 6000/7000, Yealink CP960, and Konftel 300Wx.


You can also fine quick reference guides and key layouts for all above models here.

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