Anywhere365 distinguishes two different contact center agents: (1) Formal Agents and (2) Informal Agents. An informal agent is connected to the contact center once he/she is signed in, while a formal agent needs to sign in in order to collaborate. Supervisors can generate a list of current calls and monitor them, intervene, whisper to an agent, talk as a conference, take over the call and give back the call to an agent. With reporting from a compliance point of view, all supervisor actions can be made visible in the dialogue timeline.
Formal Agents, Informal Agents, Supervisor, Agent Groups
INCLUDED SERVICE COMPONENTS – OVERVIEW:
OPTIONAL SERVICE COMPONENTS – OVERVIEW:
All UCF departments, direct service organizations, and private vendors/companies that provide support services to the University.
Service Availability Locations
All UCF entities and direct service organizations located on the Orlando campus, the regional campuses, the Central Florida Research Park, and other UCF colleges located on remote campuses (e.g. Rosen College, UCF Medical Campus at Lake Nona, etc.).
Phone – Teams Calling
UCF IT Telecommunications