Common use of Basic Features Clause in Contracts

Basic Features. Each queue is given a name and can also be given a long description. For a queue to be active it needs to be given a primary group whose agents will take the calls presented to the queue. Administrators can choose which classifications they allow agents to apply to calls at wrap-up for each queue. These act as tags for the call enabling the management team to understand what broad categories of interaction are flowing through the contact centre. This master list is configurable by the administrator and these classifications can be used in a variety of reports. Administrators can assign an agent script to a queue. This prompts the agent with questions when they pick up a call and gives space to record the answer. This dialogue is automatically recorded into the internal CRM and can be viewed later.